Business Solution Analyst
Only considering internal candidates at this time. Deadline is January 3, 2025 for internal candidates to apply.
The Illinois Municipal Retirement Fund (IMRF) provides death, disability, and pension retirement benefits to employees of local governments and school districts in Illinois (except for the City of Chicago and Cook County). As the second largest - and best funded - statewide public pension system in Illinois, IMRF services over 3,000 municipal employers in the State. We are an award-winning organization, located in Oak Brook.
SUMMARY
Business Solution Analyst provides the Employer Services Department with a high level of expertise regarding all business solution systems. This position functions as the primary user contact for the Employer Services Department regarding the Horizon Project, CRM, Horizon Partner Portal, Horizon Admin Portal, telephony software, telephony reporting, PC software, and VPN. This position is responsible for coordinating and conducting system testing, technical training and procedure documentation. This position helps ensure that department staff can fully utilize the capabilities of all available technology to assist them in efficiently performing their jobs. This position will assist with Quality Assurance testing and monitoring of employer calls, employer secure messages, employer resolutions and workshop and webinar scheduling as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Support the Employer Customer Service Core Business Process team and Employer Customer Service Business Process Owner (BPO) in successfully implementing the Horizon Project business solutions in the Employer Services Department. The scope of this support is outlined in the following bullet points:
- Prepare for Horizon Project meetings and actively participate and contribute to the success of these meetings.
- Prepare and maintain all necessary documentation for successfully implementing the Employer Services Department’s internal procedures using the Horizon solution, working closely with the system trainers and testers; provide written documentation of changes to any system used by the staff.
- Assist with developing written materials for the Procedure and System manuals.
- Conduct or arrange for all systems training for Employer Services staff.
- Monitor and facilitate the maintenance of all systems CRM, Horizon Partner Portal, Horizon Admin Portal, telephony software, GRS software) that impact Employer Services processes and Third –Party Providers. This includes writing work orders and acting as a liaison with IS.
- Resolve system problems by providing workarounds and requesting system fixes. Monitor the status of system fixes, and keep the staff appraised.
- Complete all Employer system testing for Microsoft Patches and Smoke Testing for defect fix Releases with IS as needed, weekend work would be required once a month or as needed to accommodate these.
·Maintain an excellent understanding of the operations of the Employer Services Department to ensure ability to support claims workflow processing, as needed. Also, maintain current knowledge of the operations of all other departments in IMRF, share best practices and facilitate inter-department knowledge sharing.
- Provide the Employer Services Manager with feedback regarding how effectively each employee understands/utilizes the systems available to them.
- Conduct quality analysis (QA) reviews for employer calls, secure messages, employer resolutions and workshop and webinar scheduling to ensure compliance with established standards for promptness and accuracy.
- Analyze QA results and survey results, resulting in identification of trends and development of appropriate remediation, as needed.
·Provide back admin support in GoToWebinar and/ or to TimeTap to set up appointments and electronic surveys to attendees as needed.
- Foster a positive, team-centered culture in support of our Values and individual accountability (Change Champion).
- Support achievement of the organization’s Journey of Excellence, Mission, Vision and Strategic Objectives of IMRF.
- Other duties as assigned.
SUPERVISORY RESPONSIBILITIES
Although this job has no day-to-day supervisory responsibilities, this position is required to work in conjunction and cooperation with the Unit Supervisor to provide daily guidance and direction to department staff. This position will be asked to provide feedback to department leadership regarding training needs and performance observations.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree (BA or BS) and two years IMRF experience affording a working knowledge across unit/ department line of business systems; Horizon, telephony and other IMRF online systems;
OR
Associates degree or 60 college credits, Business-related major preferred (a PLUS) and four years of related IMRF experience, affording a working knowledge across unit/ department lines and across Horizon and other IMRF online systems, in increasingly responsible positions. Knowledge of call center and/or Employer Customer Services policies and procedures is preferred;
OR
Six years progressive experience in user systems development, project management and system testing. Knowledge of call center and/or Employer Customer Services policies and procedures is preferred.
Additional Requirements
- Detail oriented.
- Strong project work skills
- Strong mathematical skills.
- Strong statistical interpretation and reasoning skills.
- Ability to effectively communicate concepts both verbally and in writing.
- Technical writings skills desired.
- Strong organizational skills.
- Positive, team-centered approach and attitude.
The expected annual salary range for this role is $69,560 - $73,733. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees. Other factors include the following benefits:
IMRF Benefits:
- Generous insurance benefits, including medical and dental
- 35-hour base work week, Monday-Friday.
- Death, disability, and pension retirement benefits as a member of IMRF
- Paid vacation, paid sick, 12-13 paid holidays and 2 personal days
- Tuition reimbursement
- Business casual attire
