Social Media Business Specialist/Manager

Qualifications:·        Have excellent/proficient written and spoken communication skills in English.·        Communicate effectively and efficiently across all levels of the organization.·        BA/BS in Business or Technology required. ·        Minimum 5 years’ experience in business analyst role in call centers/customer service environments; direct experience in healthcare industry call centers a plus.·        Experience in regional and global positions, including project management support required.·        Minimum 5 years’ experience with contact center management systems such as Salesforce and with Social Media management.·        Strong customer service orientation.·        Creative and positive problem solver with strong analytical skills and ability to pinpoint problems based on analysis.·        Demonstrated critical thinking skills.·        Results-oriented with a willingness to take on responsibility and act with initiative.·        Detail oriented and highly organized with the ability to manage multiple tasks with potentially shifting and conflicting priorities and deadlines.·        Quick study who can adapt readily and easily to changes in priorities and business conditions.·        Excellent written and verbal communication skills.·        Strong project coordination skills, able to point team members to the appropriate person and/or documentation in the context of project related activities.·        High degree of personal ownership of, and accountability for, all work products.·        Strong team player with the ability to work independently with minimal supervision.Key Responsibilities:·        Provide business analyst support associated with social media projects including system release, ensuring that all diverse stakeholder requirements are considered in the development of robust change management plans.·        Coordinate change management projects, including managing requirements, stakeholder expectations, timelines, and project resources.·        Support updating Work Instructions and SOPs required for the systems and processes that enable social media activities managed by Consumer Care.·        Notify stakeholders of system change/addition requests and obtain appropriate approvals prior to processing requests within the necessary system. ·        Work collaboratively with Global Strategy & Solutions (GSS) Management Team to ensure alignment.·        Exercise the highest level of integrity with performed responsibilities and tasks.·        Investigate, troubleshoot and help resolve reported incidents including: identification of the root cause of the incident, solution proposals, and coordination of the implementation of these solutions working with Local and Global Business Owners and Technical Application Owners.·        Coordinate with a diverse set of internal functional partners and external vendor partners to establish and deliver business objectives.This will be done across systems and include: •      Defining business requirement to deliver efficient, accurate, consistent, and effective solutions to business problems.•      Coordinating the maintenance of the systems and processes that enable social media management. •      Assessing the impact of and supporting software-as-a-service (SaaS) releases.•      Coordinating global and regional projects. •      Coordinating periodic system review activities.•      Acting as a business analyst for social media, systems and processes.