Operations Business Analyst

Technical & Analytical Skills

• Hands on experience with Salesforce, including case management, reports and Knowledge.
• Working knowledge of IPA and RPA solutions and the support processes around them, including GFax.
• Practical use of AI tools (Claude, Slack AI, Agentforce) and Microsoft Power Apps and Power Automate to automate workflows.
• Proficiency in Excel, SQL or Power BI to extract, analyze and report on data.

Core Business Analyst Competencies

• Proven experience as a business analyst or in a similar analytical role.
• Process mapping, gap analysis and root cause analysis, with clear documentation such as BRDs, process flows and SOPs.
• Experience with QA audits, process audits and PKTs, and with UAT and change rollout.
• Strong problem solving and stakeholder management, with the ability to adapt to changing priorities.

Communication, Training & Escalation Skills

• Strong verbal and written communication, able to present findings and recommendations to teams and leaders.
• Ability to coach CSAs and peers, and to handle customer escalations calmly with a focus on resolution.

Core Behaviors

• Organized and detail-focused, proactive and self-motivated, with a drive to keep learning new tools, adapting and aligned on business goals and company vision.
• Collaborative, able to build good working relationships with Product, Automation, Technology and CX teams.

Required Experience

• B.S. degree in Computer Science, MIS, Engineering, or a related discipline, or a combination of education and related work experience.
• 2+ years of work experience as a Business Analyst or Operations Business Analyst, preferably in customer care or support operations.
• Experience supporting RPA or IPA solutions and automation projects, and using AI tools to improve workflows.
• Experience with QA audits, process audits and PKTs, handling customer escalations and acting as an SME for support teams.
• Experience in Healthcare, Supply Chain, Procurement or Customer Support is preferred.

GHX: It's the way you do business in healthcare Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Read our GHX Privacy Policy

• Provide day-to-day support on IPA and GFax cases, issues and questions raised by Customer Care teams.
• Work with product teams to understand releases, changes and fixes, and upskill self first and then the wider team

• Review how work is handled to find process gaps, repeat issues and avoidable effort, and map current state and future state processes.
• Run root cause analysis (5 Whys, Fishbone, Pareto), define corrective and preventive actions, and track whether they worked.
• Give leaders clear training and enhancement inputs covering the gap, the impact and a suggested fix.
• Check processes against compliance and data privacy requirements.

• Work closely with product teams, other departments and CX functions to support customers and reach resolutions, acting as the link between Customer Care, Product, Automation and Technology.
• Raise enhancement requests and customer issue trends with Product or IT, and follow up until closed.
• Keep Customer Care teams updated on known issues, workarounds and status.

• Use Claude, Slack AI, Agentforce and Microsoft Power Apps to find manual or repetitive work and automate workflows as and when needed.
• Own the process side of tool changes, such as Salesforce macros, templates and automation rules, and evaluate tools to recommend the best option.
• Check that each automation saves time or improves quality, and improve it based on use.

• Work with the Automation team and give inputs on relevant automation projects, including use cases, requirements, exceptions and acceptance criteria, in a BRD or FRD where needed.
• Plan and run UAT, and assess the risks, dependencies and business impact of changes.
• Create plans, timelines and milestones, run rollout communication, give regular status updates and track results after go live.

• Work closely with the current BA team on QA audits and process audits, review audit rubrics and calibrate with team leaders and supervisors.
• Create and implement PKTs (Process Knowledge Tests) to check how well the team understands key processes.
• Use audit and PKT results to find training needs, and track coaching actions to closure.

• Provide active and regular SME assistance to CSAs and other Business Analysts on process, product and case questions.
• Run onboarding and refresher training for new joiners and existing teams.
• Maintain SOPs, process flows, and knowledge base articles so guidance stays current.

• Build and maintain KPI and quality dashboards in Power BI or Excel, set KPI baselines and targets, and track trends month to month.
• Analyze cost per case, productivity, capacity and customer feedback (CSAT) trends to support business cases and decisions.
• Prepare leadership updates and executive presentations with clear recommendations, and run workshops and requirement sessions with stakeholders.

• Handle customer escalations day to day, from first review to resolution, working with the right internal teams and keeping the customer and stakeholders updated.
• Record the cause and learning from each escalation so it can be prevented in future.