Insulet Corporation

  • Senior Operations Business Analyst

    Job Locations US-MA-Acton | US-MA-Acton
    Posted Date 1 month ago(7/18/2019 9:19 AM)
    Customer Care / Customer Support
  • Position Summary

    The Sr. Operations Business Analysts directly supports the day to day operations of Insulet Corporation’s Customer Care group. This role works with business and IT users, project managers, and subject matter experts to identify business challenges and develop innovative and scalable solutions within all applications and systems used by Customer Care. The Sr. Operations BA collects and interprets data across multiple systems, manages existing and new processes, and discovers and implements continuous improvement opportunities through the analysis of data and project management.


    This team member should have very strong written and oral communication skills with the ability to understand the “ask”, needs, and requirements and be able to propose effective solutions. Additionally, they must have the ability to learn quickly and be comfortable with getting into the details. This position requires a person with the flexibility to move between routine operational, project, and end-user tasks quickly and seamlessly. Successful candidate will be able to effectively manage projects with demonstrated collaboration and teamwork with internal and external stakeholders and vendors.


    • Perform business and systems analysis work; conduct requirements gathering/analysis via information gathering sessions with Customer Care business users. Develop supporting process flows.
    • Liaise between internal and external teams to organize the various components needed to initiate, run and conclude major projects, including developing user stories, documenting business and functional requirements, creating user acceptance test scripts, and managing user acceptance test sessions. 
    • Optimize the process for collecting and analyzing data across multiple systems to provide scheduled and ad hoc analysis and reporting to Customer Care. 
    • Define, manage and implement enhancements to processes and systems to create efficiencies and improve the customer experience within Customer Care.
    • Perform ongoing monitoring of process and system improvements against projected business objectives.
    • Support the development of training materials and training sessions with business users to improve adoption and efficient use of all systems related to the Customer Care job functions.
    • Must have the ability to accurately execute multiple tasks and adhere to strict deadlines in a fast-paced, changing environment.
    • Performs other duties as required.

    Education and Experience

    Minimum Requirements:

    • Bachelor’s Degree and/or equivalent combination of education and experience.
    • 5+ years of experience in Business Analyst roles.
    • Proficiency with Microsoft Office products (Excel, Access, Word, Outlook, PowerPoint), including advanced Excel skills (e.g. pivot tables, conditional formatting, advanced formulas) and Microsoft Project and Visio experience.
    • Experience with CRM (preferably and other call center systems, including workforce management/optimization, quality monitoring, knowledge management, call routing, and reporting.
    • Proven ability to provide business analysis related to process improvement.
    • Experience with Business Intelligence Tools, including creating and configuring reports and query tools such as SQL.
    • Experience with software selection and complex implementations/upgrades, including CRM, phone systems and other. 


    Preferred Skills/Competencies:

    • Self-sufficient, flexible, and motivated team player capable of managing several activities simultaneously.
    • Ability to work in a deadline focused, dynamic environment, and consistently produce deliverables within agreed upon timelines.
    • Ability to analyze problems and develop solutions.
    • Excellent communication, influencing and negotiating skills are critical.
    • Ability to analyze business processes, design process improvements, and train business users on the new processes.
    • Excellent writing skills. 
    • Positive, results driven, rational, logical, team player.
    • Ability to rapidly learn and take advantage of new concepts, business models, and technologies.
    • Ability to work independently & on multiple projects against deadlines.
    • Experience in the healthcare, pharma or medical device industry a plus.


    Physical Requirements:

    • This position may require travel (domestic and international) to remote partner call centers.


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