Senior Capability Analyst – Service Now

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

Primary Responsibilities:

• Product Delivery & Backlog Ownership
  • Own and manage the product backlog, ensuring user stories are well-defined, prioritized, and aligned to product vision provided by the Capability Manager
  • Break down business needs into clear, actionable user stories, acceptance criteria, and feature requirements
  • Ensure development teams always have a groomed and ready set of work items for upcoming sprints
  • Collaborate with the Capability Manager to align backlog priorities with strategic goals and value delivery
• Requirements Gathering & User Understanding
  • Engage regularly with business stakeholders, end users, and SMEs to understand needs, pain points, and workflow requirements
  • Conduct requirement workshops, interviews, and walkthroughs to gather insights and translate them into product features
  • Validate use cases and ensure they tie back to business outcomes and measurable value
• Agile Execution & Team Collaboration
  • Serve as the primary point of contact for the Scrum team for requirement clarifications
  • Participate in and co-facilitate Agile ceremonies including backlog refinement, sprint planning, daily stand-ups, sprint reviews, and retrospectives
  • Work closely with Engineering, QA, UI/UX, Data, and Architecture teams to ensure seamless execution of product increments
  • Support the Capability Manager in planning release cycles and sprint goals
• Product Quality & Acceptance
  • Define acceptance criteria and ensure feature delivery meets functional expectations and quality standards
  • Review completed work during sprint reviews and formally provide acceptance or rejection based on defined criteria
  • Partner with QA teams to confirm adequate test coverage and support UAT planning and execution
• Stakeholder Coordination & Communication
  • Maintain ongoing communication with business partners and provide visibility into product progress
  • Gather feedback during reviews and incorporate feedback loops into subsequent backlog prioritization
  • Escalate risks, blockers, or scope challenges to the Capability Manager in a timely manner
• Data-Driven Prioritization
  • Use data, metrics, and user insights to drive prioritization decisions within the backlog
  • Support definition and tracking of product KPIs in alignment with the Capability Manager’s direction
  • Leverage analytics to validate feature impact and inform backlog adjustments
• Risk & Issue Management
  • Identify and communicate potential risks early in the development cycle
  • Support mitigation planning in collaboration with Engineering and QA
  • Ensure customer-facing issues, defects, and technical concerns are tracked, prioritized, and resolved promptly
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
   

Required Qualifications:

• Bachelor’s degree in a technical, business, or related discipline OR equivalent experience
• Certifications such as CSPO, PSPO, SAFe PO/PM, or Agile equivalent
• 8+ years of professional experience in the IT/ITES industry, including: 4+ years as a Product Owner or Business Analyst, preferably in Agile environments
• Agile Methodology: Experience with Scrum and Agile software development methodologies
• Solid Healthcare Domain Experience and In-depth knowledge of health care systems
• Familiarity or Working knowledge of tools like Rally, JIRA, Confluence, AHA
• PBM or Service Now Familiarity : Candidates with familiarity with RX PBM and/or Service Now
• Proven solid communication skills, ability to prioritize effectively, and experience working with technical teams
• Flexibility with working on USA overlap shift timings

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.

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