CCSA Production Support - Consultant II

Note : Work location is on-site with the flexibility to work remotely , the primary location will be in-office for meetings, per Kaiser Permanente-s Authorized States Policy - Employees may be required to travel to a Kaiser Permanente or customer site. Residency is required in the primary location state : 3200 Breckenridge Blvd., Duluth, Georgia 30096 or 7901 E. Lowry Blvd., Denver, Colorado 80230

We-re hiring a Consultant II for our Contact Center Systems and Applications (CCSA) Production Support team. This role supports business initiatives, project execution, and stakeholder alignment. Candidates must reside in Georgia or Colorado and be available for on-site meetings in Duluth or Denver, with flexibility for remote work per Kaiser Permanente-s Authorized States Policy.

Job Summary :

Serves as part of a consultant team under the guidance of more senior team members to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects. Provides insight and supports the development and implementation of business initiatives, systems, and / or processes to a desired future state. Supports strategic planning and organizational alignment and prioritization of business initiatives. Manages projects or project components under the guidance of team members, participates in change management activities, and performs data analyses in support of business initiatives. Supports compliance of work activities by adhering to relevant policies and procedures.

Essential Responsibilities :

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and / or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Serves as part of a consultant team under the guidance of more senior team members to ensure the alignment, buy-in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects within a functional track or workstream by identifying and ensuring representation and inclusion of appropriate stakeholders; building rapport and partnerships with stakeholder teams, third party vendors, and senior management; working with stakeholders to develop goals and set the prioritization of deliverables; identifying and escalating tough stakeholder issues while maintaining an independent perspective; and preparing presentations and reports.
• Develops requirements for business, process, or system solutions within assigned business domain(s) by working with stakeholders and cross-functional teams as appropriate; leveraging business requirements gathering methodologies to identify business, functional, and non-functional requirements; and assisting in the development and documentation of business cases to assess the costs, benefits, and ROI of proposed solutions.
• Provides insight and supports the development and implementation of business initiatives, systems, and / or processes to a desired future state by maintaining a working understanding of how current processes impact business operations; mapping current state against future state processes; identifying the operational impact of requirements on upstream and downstream solution components; and identifying and validating value gaps and opportunities for process enhancements or efficiencies.
• Supports strategic planning and organizational alignment and prioritization of business initiatives by evaluating performance metrics, standards, and methods to establish business success; working with multiple stakeholders, often with competing / conflicting objectives, to ensure cohesive and reachable metrics; and executing assigned initiatives to ensure delivery of measurable results and alignment with strategic objectives.
• Serves as a advocate of continuous learning and professional development by building a working knowledge of industry practices, standards, and benchmarks; attending and participating in roadshows, conferences, and speaking events; supporting the ongoing enhancement and innovation of consulting practices, standards, and methods across KP; and serving as an advocate to ensure continuous learning and improvement is championed as a people strategy.
• Manages projects or project components under the guidance of team members by coordinating stakeholder contacts; recommending team resources based on project needs and team member strengths; consulting in the development, analysis, and management of project plans; coordinating project schedules and resource forecasts; proactively monitoring and identifying project or business initiative risks, issues, and trigger events; and resolving or escalating risks or issues as appropriate.
• Participates in change management activities associated with business initiatives by engaging stakeholders to obtain support and buy in for changes; using appropriate change management methods and approachs; and ensuring stakeholders understand initiative intent and purpose.
• Performs data analyses to support business initiatives by using appropriate data analysis tools and approaches to assess business performance; leveraging suitable data gathering and analysis methods (e.g., process observation, hard data, etc.); and conducting analyses and performing experimental tests to evaluate the effectiveness of business solutions.
• Supports compliance of work activities by adhering to KP, departmental, and / or business line policies and procedures.

Minimum Qualifications :

Additional Requirements :

Preferred Qualifications :

Primary Location : Georgia,Duluth,Duluth Contact Center Additional Locations :

Scheduled Weekly Hours : 40

Shift : Day

Workdays : Mon, Tue, Wed, Thu, Fri

Working Hours Start : 08 : 00 AM

Working Hours End : 05 : 00 PM

Job Schedule : Full-time

Job Type : Standard

Worker Location : Flexible

Employee Status : Regular

Employee Group / Union Affiliation : NUE-PO-01|NUE|Non Union Employee

Job Level : Individual Contributor

Department : Po / Ho Corp - Product Administratn - 0308

Pay Range : $67500 - $93940 / year Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.

Travel : No

Flexible : Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.