{"id":4020062,"url":"https://alion.io/job/ghx-operations-business-analyst","title":"Operations Business Analyst","company":{"id":5738,"name":"GHX","domain":"ghx.com","url":"https://alion.io/company/ghx","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":5,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":58,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Analytics","role_family":"Analytics","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentforce","optional":false},{"name":"CAPA","optional":false},{"name":"Claude","optional":false},{"name":"Power Apps","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-10T12:32:01Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T14:41:29Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Business Analyst supports the Customer Care Exchange team as a hands-on analyst and Subject Matter Expert (SME). The role sits between Operations, Product, Automation and the Customer Care leaders. It supports IPA and GFax processes, finds and fixes process gaps, builds team knowledge through training and PKTs (Process Knowledge Tests), and uses AI and low code tools such as Claude, Slack AI, Agentforce and Microsoft Power Apps to automate workflows where it makes sense. The role also gives regular SME help to CSAs and other BAs and takes an active part in day to day customer escalations. The individual works across Product, Customer Care, Automation, Technology and GHX India\nResponsibilities\nIPA and GFax Support & Team Upskilling:\nProvide day-to-day support on IPA and GFax cases, issues and questions raised by Customer Care teams.\nWork with product teams to understand releases, changes and fixes, and upskill self first and then the wider team\nProcess Gap Identification & Improvement:\nReview how work is handled to find process gaps, repeat issues and avoidable effort, and map current state and future state processes.\nRun root cause analysis (5 Whys, Fishbone, Pareto), define corrective and preventive actions, and track whether they worked.\nGive leaders clear training and enhancement inputs covering the gap, the impact and a suggested fix.\nCheck processes against compliance and data privacy requirements.\nCross-Functional Collaboration & Customer Resolution:\nWork 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.\nRaise enhancement requests and customer issue trends with Product or IT, and follow up until closed.\nKeep Customer Care teams updated on known issues, workarounds and status.\nAI & Workflow Automation:\nUse Claude, Slack AI, Agentforce and Microsoft Power Apps to find manual or repetitive work and automate workflows as and when needed.\nOwn the process side of tool changes, such as Salesforce macros, templates and automation rules, and evaluate tools to recommend the best option.\nCheck that each automation saves time or improves quality, and improve it based on use.\nAutomation Team Collaboration & Change Delivery:\nWork 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.\nPlan and run UAT, and assess the risks, dependencies and business impact of changes.\nCreate plans, timelines and milestones, run rollout communication, give regular status updates and track results after go live.\nQA Audits, Process Audits & PKTs:\nWork closely with the current BA team on QA audits and process audits, review audit rubrics and calibrate with team leaders and supervisors.\nCreate and implement PKTs (Process Knowledge Tests) to check how well the team understands key processes.\nUse audit and PKT results to find training needs, and track coaching actions to closure.\nSME Support & Training:\nProvide active and regular SME assistance to CSAs and other Business Analysts on process, product and case questions.\nRun onboarding and refresher training for new joiners and existing teams.\nMaintain SOPs, process flows, and knowledge base articles so guidance stays current.\nData, Reporting & Stakeholder Communication:\nBuild and maintain KPI and quality dashboards in Power BI or Excel, set KPI baselines and targets, and track trends month to month.\nAnalyze cost per case, productivity, capacity and customer feedback (CSAT) trends to support business cases and decisions.\nPrepare leadership updates and executive presentations with clear recommendations, and run workshops and requirement sessions with stakeholders.\nCustomer Escalations:\nHandle customer escalations day to day, from first review to resolution, working with the right internal teams and keeping the customer and stakeholders updated.\nRecord the cause and learning from each escalation so it can be prevented in future.\nTechnical & Analytical Skills:\nHands on experience with Salesforce, including case management, reports and Knowledge.\nWorking knowledge of IPA and RPA solutions and the support processes around them, including GFax.\nPractical use of AI tools (Claude, Slack AI, Agentforce) and Microsoft Power Apps and Power Automate to automate workflows.\nProficiency in Excel, SQL or Power BI to extract, analyze and report on data.\nCore Business Analyst Competencies:\nProven experience as a business analyst or in a similar analytical role.\nProcess mapping, gap analysis and root cause analysis, with clear documentation such as BRDs, process flows and SOPs.\nExperience with QA audits, process audits and PKTs, and with UAT and change rollout.\nStrong problem solving and stakeholder management, with the ability to adapt to changing priorities.\nCommunication, Training & Escalation Skills:\nStrong verbal and written communication, able to present findings and recommendations to teams and leaders.\nAbility to coach CSAs and peers, and to handle customer escalations calmly with a focus on resolution.\nCore Behaviors:\nOrganized and detail-focused, proactive and self-motivated, with a drive to keep learning new tools, adapting and aligned on business goals and company vision.\nCollaborative, able to build good working relationships with Product, Automation, Technology and CX teams.\nRequired Experience:\nB.S. degree in Computer Science, MIS, Engineering, or a related discipline, or a combination of education and related work experience.\n2+ years of work experience as a Business Analyst or Operations Business Analyst, preferably in customer care or support operations.\nExperience supporting RPA or IPA solutions and automation projects, and using AI tools to improve workflows.\nExperience with QA audits, process audits and PKTs, handling customer escalations and acting as an SME for support teams.\nExperience in Healthcare, Supply Chain, Procurement or Customer Support is preferred.\nGHX: It's the way you do business in healthcare\nGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.\nGHX 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.\nIt 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.\nDisclaimer\nGlobal Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.\nRead our GHX Privacy Policy","description_format":"text","description_chars":8809,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["B2B Commerce","Hospital Operations Software","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-10T14:41:29Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":58,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-11-10T18:07:49Z"},"pay":null,"html_url":"https://alion.io/job/ghx-operations-business-analyst","json_url":"https://alion.io/job/ghx-operations-business-analyst.json","meta":{"generated_at":"2026-11-10T18:07:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7639,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5738},"rest":"https://alion.io/mcp/rest/get_company?id=5738"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fghx-operations-business-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fghx-operations-business-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fghx-operations-business-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ghx-operations-business-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fghx-operations-business-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4020062}},{"tool":"search_jobs","arguments":{"company":"ghx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4020062},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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