Sr Capability Analyst – Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

 

This Sr. Capability Analyst will serve as a liaison between Optum Health business ops leaders and technical delivery teams focused on the migrations from Omni Genesys to Omni Connect. This position will represent the business side of requirement building, design and architecture when meeting with the implementation/delivery teams.  They will be a valuable contributor in the creation, implementation, and evaluation of migrations, integrations and day 2 support activities. They will guide strategic and reusable standards for routing solutions ranging from small to multi-month projects through requirements gathering, solution intent, testing and analytics. They work closely with agile team members to ensure the team delivers value to the business and ensures a best-in-class caller experience. In addition, this individual will work to support strategic plans for other technologies impacting the Optum Health service contact centers. This individual is a self-starter; with the ability to identify and pursue opportunities with limited direction. Solid communication skills, analytic skills and a passion for improving consumer experiences using technology are essential.

 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.  

 

Primary Responsibilities:

• Works well in a matrix environment across cross-functional teams
• Support end-to-end coordination for migration related activities
• Support Product Owner team in obtaining and analyzing data for projects
• Represents business interests and requirements on the Agile teams 
• Collaborate with multiple stakeholders to understand and analyze requirements
• Participates in solution analysis and design meetings for system/operational enhancements and implementations
• Participates in discussions to document Current State/Future State workflows as needed
• Provides clear description of problems/issues for medium to high complexity problems
• Collaborates with System Analysts and System Architects to identify solutions that meet business requirements
• Provides explanations and information to Agile teams, stakeholders and managers
• Provides direction to business analysts and IT resources within the Agile team to ensure highest value is delivered
• Understands and can discuss the application and implications of changes to interaction routing strategies
• Prepares and presents information to leadership for next steps and decision-making
• Supports application testing and configuration with project teams to ensure solution will meet the business objectives of the requirements
• Ensure migration goals are tracked & achieved
• Deliver migration status updates on MBR, QBR with executive leadership
• Ensure all process/people related updates are communicated within a defined timeframe
• Manage assigned special projects and adhoc tasks to completion within target date
• Demonstrates consistent and collaborative leadership behavior with the team
• Builds and maintains a backlog/inventory of system and business requirements to quickly react to additional enhancement capacity
• Represents Our United Culture missions and values in all activities, demonstrating exemplary customer service with internal and external team members

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 3+ years of experience within a large matrix organization, preferably within a Business Analyst, Capability Analyst, or Product Owner role
• 2+ years of contact center experience including knowledge of the contact center industry
• 1+ years of demonstrated critical thinking and navigating ambiguity to deliver quality results
• Experience managing multiple priorities and supporting multiple complex projects concurrently
• Experience with Process Flows and detailed documentation 
• Experience working directly with senior level business stakeholders
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Visio
• Excellent customer/consultant relationship and collaboration skills that influence successful outcomes
• Ability to manage time effectively while meeting expectations of stakeholders and business needs

 

Preferred Qualifications: 

• Experience working with Telecommunications systems such as AWS Connect, Genesys, Cisco ICM, Avaya PBX, IEX, and Telephony Desktop Integrations
• Proven ability to write and manage business requirement documents, mapping documents, and functional specifications
• Proven ability to communicate complex and technical issues to diverse audiences
• Proven understanding of Call Flows, Interaction Routing, Skilling, and Workforce Management
• Experience using Smartsheet
• Experience with OMNI channel routing (Voice, Chat, SMS etc.)
• Experience writing test plans and test execution
• Experience working with the Omni Genesys Agent Platform
• Demonstrated general understanding of agent workflows
• Project management experience
• Healthcare industry experience

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

The salary range for this role is $71,600 to $140,600 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.  

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.  

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.