Sr Genesys Application Analyst

Location: Chicago, IL Hospital: Rush University Medical Center Department: IT Pt Exprnce & Strat Prtnrshp Work Type: Full Time (Total FTE between 0.9 and 1.0) Shift: Shift 1 Work Schedule: 8 Hr (8:00:00 AM - 4:00:00 PM) Rush offers exceptional rewards and benefits learn more at our Rush benefits page. Summary: This position develops, builds, and modifies the Genesys application. Writes documentation specifications, fact-finding and analyzes results, and proposes solutions or recommendations. Builds, configures, and/or modifies applications using existing application tools. This role performs complex analysis, design, development, testing, and support services for the Genesys application. Leads and monitors midsize to large-scale projects within multiple functional departments. Exemplifies the Rush mission, vision, and values and acts per Rush policies and procedures. Responsibilities: Leads and monitors midsize to large-scale projects within multiple functional departments. Performs complex designs, implements, maintains, and provides ongoing optimization and support for contact center applications. Performs workflow assessments, captures business needs, and analyzes internal systems to determine functional requirements for optimal utilization of the Genesys application. Works within cross-functional teams and with end-users to achieve application integration to meet clinical needs. Performs builds, upgrades, and system enhancements as needed. Supports applications throughout all phases of implementation. Delivers post-implementation training, support, troubleshooting, and maintenance. Configures vendor applications and products. Maintains system documentation and develops system specifications and procedures. Defines and documents user requirements. Applies project planning and project management methodologies. Coordinates and leads short-duration projects; monitoring project process, progress, and results. Develops test plans, prepares test data, and performs system testing. Provide on-site user support during implementations. Takes on-call for system application support at scheduled times. Audits data entered by end users. Troubleshoots and tracks issues and problems. Applies systems development methodology to solve problems. Handles multiple assignments simultaneously. Required Job Qualifications: Bachelor's degree. 5 years of Genesys application experience. An Associate degree and seven (7) years of Genesys application experience will be accepted in place of a Bachelor's. Demonstrated ability to effectively utilize system tools to meet functionality needs of users including proficiency with information systems technology such as Microsoft Office Products. Experienced planning and organizing day-to-day activities, effectively managing more than one task, and meeting established deadlines. Experienced in leading projects, providing expert consultative guidance and direction on change initiatives, effectively dedicating time across more than one project, and meeting established deadlines. Experience leading meetings between business stakeholders, technical resources, and third parties for business requirements and technical solutions. Experience working with a diverse, multi-disciplinary team, and interacting with all levels of the organization. Detail-oriented, strong analytical, organizational, and problem-solving skills. Excellent oral and written communication skills with technical and clinical audiences. Ability to troubleshoot, research, and solve technically challenging problems involving integrated systems. Preferred Job Qualifications: Experience working in a hospital or other healthcare organization. Ability to organize relevant data to create information enabling decision-making by senior executives. Technical expertise with reporting tools including expert knowledge of querying tools and reporting systems and platforms. Experience with the Genesys Cloud CX platform. Genesys Cloud CX Developer and/or Professional Certifications. Ability design and build Omni-Channel transformational experiences. Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.