Senior Capability Analyst

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.

The Business Analyst plays a key role in bridging the gap between business needs and technology solutions. They work closely with stakeholders and Agile teams to gather and refine requirements, document processes, manage user stories, and support quality assurance efforts to ensure high-quality deliverables aligned with organizational objectives.

Primary Responsibilities:

• Business Requirements & Analysis
  • Partner with stakeholders to understand business goals and challenges
  • Translate requirements into clear, actionable user stories with defined acceptance criteria
• User Story Management
  • Create, manage, and prioritize user stories across Agile sprints
  • Track progress and collaborate with teams to resolve blockers and scope changes
• Testing & Quality Assurance Support
  • Develop test scenarios to validate functionality
  • Support User Acceptance Testing (UAT) and review results to ensure delivery quality
• Documentation & Reporting
  • Maintain detailed documentation for systems and business processes
  • Create process maps in Visio and maintain supporting materials in Excel and Access
• Agile Team Collaboration
  • Participate in Agile ceremonies such as sprint planning, backlog grooming, and retrospectives
  • Serve as a liaison between stakeholders and development teams to ensure shared understanding of requirements
• 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 regard 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:

• 4+ years in Telephony, business analytics, or call center operations
• 2+ years familiarity in the UHC Specialty Benefits line of business
• Proven excellent written, verbal, and interpersonal communication skills
• Ability to work across teams to build and prioritize product roadmaps
• Quick learner who thrives in Agile environments
• Solid documentation abilities with attention to detail
• Proficiency with Microsoft Excel, Visio, Access (or similar tools)
• Proven self-starter who can manage workstreams independently while collaborating effectively
• Solid understanding of Agile frameworks and methodologies
• Proven creative problem solver with a growth mindset
• Familiarity with call routing

Preferred Qualifications:

• 2+ years of experience in project lifecycle management (requirements, design, development, testing, implementation)
• Proven experience with business improvement initiatives
• A current role within UHC Operations & Experience
• Experience with Aha!
• Experience using Splunk to query call data
• Prior exposure to Agile development environments
• Team lead or project lead experience

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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