John Franke

Business Analyst, Digital Enablement @GEHA Health

Primary point of contact in support of all incidents related to web and mobile applications owned by digital enablement - Follow incident management processes related to incident prioritization and response - Analyze and research user issues working with internal systems and business stakeholders - Replicate issues and ensure complete step-by-step documentation for the development team - Coordinate incidents and problem resolution with Service Management Team and manage incidents through to resolution - Use SQL to pull logs and data to investigate issues - Work with Digital Product Owners to prioritize incident response based on severity within sprint cycles - Provide resolution, scope, and updates to business stakeholders - Utilize DevOps to record issues, prioritize communication with the team as well as prioritize outstanding issues across teams - Create User Stories and Bugs for enhancements and issues - Participate in Sprint ceremonies as needed to communicate status and issues with digital teams - Create User documentation for training on common tasks and resolution of common issues - Create and maintain documentation related to incident management and supporting processes within the Digital Enablement team - Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems - Analyze digital feedback internally and externally to prevent repeated future problems and inform future enhancements - Monitor feedback mechanisms within applications to identify opportunities for product improvements based on user experiences - Assist in the design, delivery, and improvement of in-house software applications training programs and related courseware - Provide support for the usability testing of new and existing software applications/features under development - On-call support duties - QA and UAT support - Other duties as assigned