Business Solution Analyst- Member Services bei Illinois Municipal Retirement Fund (IMRF)

Internal applicants only: Must apply by 10/3/2025 

SUMMARY   
This position provides the Member Services Department with a high level of expertise regarding all business solution systems. This position functions as the primary user contact for the Member Services Department regarding the Horizon Project, all line of business and telephony technology and reporting. This position is responsible for coordinating and conducting UAT testing, technical training and procedure documentation. This position helps ensure that department staff is able to fully utilize the capabilities of all available technology to assist them in efficiently performing their job duties. This position will assist with Quality Assurance testing; monitoring of member calls; secure messages; counseling sessions, any future telephony enhancements and workshop/webinar scheduling as needed. Although this position does not have primary contact center responsibilities, this position will be assigned for those duties to maintain skill level and/or provide operational support in times of need.

ESSENTIAL DUTIES AND RESPONSIBILITIES
•    Support the Member Customer Service Core Business Process team and Member Customer Services Business Process Owner (BPO) in successfully implementing the Horizon Project business solutions in the Member Services Department. The scope of this support is outlined in the following bullet points:
•    Prepare for Horizon Project meetings, and actively participate and contribute to the success of these meetings 
•    Prepare and maintain all necessary documentation for successfully implementing the Member Services Department’s internal procedures using the Horizon solution, working closely with the system trainers and testers; provide written documentation of changes to any system used by staff 
•    Assist with developing written materials for the Procedure and System manuals 
•    Conduct or arrange for all systems training for Member Services staff 
•    Monitor and facilitate the maintenance of all systems (i.e. Horizon, CRM, Library Manager, telephony software) that impact Member Services processes. This includes writing problem reports, any needed change controls, etc. and acting as a liaison with IS.  
•    Resolve system problems by providing workarounds and requesting system fixes. Monitor the status of system fixes, and keep the staff appraised.    
•    Maintain current knowledge of the operation of all other departments in IMRF
•    Provide the Member Services Manager with input regarding how effectively each employee understands/utilizes the systems available to them
•    Conduct quality analysis (QA) reviews for Member calls, secure messages, counseling sessions and any future telephony enhancements to ensure compliance with established standards.
•    Analyze QA results and survey results, resulting in identification of trends and development of appropriate remediation, as needed.
•    Foster a positive, team centered culture in support of our Values and individual accountability (Change Champion).
•    Support achievement of the organization’s Journey of Excellence, Mission, Vision and Strategic Objectives of IMRF.
•    Learn, champion for, and provide training on future Contact Center technologies. 
•    Other duties as assigned

SUPERVISORY RESPONSIBILITIES  
Although this job has no day to day supervisory responsibilities, this position is required to work in conjunction and cooperation with the Unit Supervisor to provide daily guidance and direction to the Examiner, Senior/Specialist, and Analyst staff. This position will be asked to provide input to department leadership regarding training needs and performance evaluations.  

QUALIFICATIONS  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE   
Bachelor's degree (BA or BS) and two years IMRF experience affording a working knowledge across unit/department line of business systems; and telephony systems
OR
Associates degree or 60 college credits, Business-related major preferred (a PLUS) and four years of related IMRF experience, affording a working knowledge across unit/department lines and Horizon and other IMRF online systems, in increasingly responsible positions. Knowledge of call center and/or Member Customer Services policies and procedures is preferred; knowledge of Benefits claims processing is a plus.
OR
Seven years progressive experience in user systems development, project management and system testing. Knowledge of call center and/or Member Customer Services policies and procedures is preferred; Knowledge of Benefit claims processing is a plus.

ADDITIONAL REQUIREMENTS
•    Detail oriented
•    Strong project work skills
•    Strong mathematical skills
•    Strong statistical interpretation and reasoning skills
•    Ability to effectively communicate concepts both verbally and in writing
•    Technical writings skills desired.
•    Strong organizational skills.
•    Positive, team-centered approach and attitude
 

SALARY AND BENEFITS 

The expected annual salary range for this role is $69,560-$73,733. Please note the salary information is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The range listed is just one component of IMRF's total compensation package for employees.

Other factors include the following benefits:

·       Pension, death, and disability benefits as a member of IMRF

·       Generous insurance benefits, including medical and dental

·       35-hour base work week, Monday-Friday. Ability to work one day remote, per week, after 6 months of hire.

·       Paid vacation, paid sick, 12-13 paid holidays and 2 personal days

·       Tuition reimbursement

·       Business casual attire