Consultant Business Systems

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 Senior Business Analyst – Salesforce is responsible for leading the discovery, definition, and delivery of advanced Salesforce solutions that leverage Artificial Intelligence, data-driven insights, and healthcare domain knowledge to improve business and operational outcomes. This role operates within the Salesforce Center of Excellence and partners closely with business stakeholders, healthcare subject-matter experts, and engineering teams.

This position requires a hands-on, strategic thinker who can lead complex initiatives, translate healthcare and operational needs into scalable Salesforce and AI-enabled solutions, and mentor junior analysts in a fast-paced environment.

Primary Responsibilities:

• Salesforce & Solution Leadership
  • Lead the planning, definition, and design of Salesforce solutions, including declarative configurations and programmatic customizations
  • Serve as the Lead Business Analyst on assigned initiatives, driving end-to-end requirements from intake through delivery
  • Collaborate with Salesforce Architects, Developers, and Administrators to ensure requirements are clearly understood and implemented as designed
  • Advise stakeholders on Salesforce best practices, platform capabilities, and scalable solution patterns
• Artificial Intelligence & Advanced Analytics
  • Define requirements for AI-driven use cases, including predictive analytics, intelligent automation, decision support, and personalization
  • Partner with data engineering, analytics, and AI teams to integrate machine learning models, Agentforce AI capabilities, and external data sources into Salesforce workflows
  • Translate complex concepts into clear business requirements, user stories, and acceptance criteria
  • Evaluate opportunities to automate manual processes and enhance decision-making through AI and data insights
• Healthcare Domain Expertise
  • Apply solid knowledge of healthcare operations, including eligibility, member/provider data, call center workflows, and regulatory considerations (e.g., HIPAA)
  • Partner with healthcare business owners to ensure Salesforce and AI solutions align with clinical, operational, security, and compliance requirements
  • Support initiatives that improve patient/member experience, operational efficiency, and data quality across healthcare systems
• Business Analysis & Process Optimization
  • Author high-quality user stories, functional specifications, and supporting documentation
  • Diagram, analyze, and optimize existing business processes, translating them into Salesforce and AI-enabled solutions
  • Maintain and evolve a library of process, policy, and system documentation
  • Audit processes and system usage to identify gaps, risks, and performance improvement opportunities
  • Research and apply industry best practices related to Salesforce, healthcare technology, and AI-enabled workflows
• Agile Delivery & Stakeholder Engagement
  • Educate stakeholders on product delivery best practices; actively participate in sprint planning, refinement, and reviews
  • Prepare presentations highlighting progress, risks, dependencies, and outcomes
  • Partner with IT, vendors, and external partners to resolve system and integration issues
  • Mentor and coach junior Business Analysts, promoting high standards for analysis and documentation
• 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 or equivalent professional experience
• Salesforce certification(s)
• 4+ years of Business Analyst experience, with demonstrated leadership on complex initiatives
• Hands-on experience leading Salesforce requirements and documentation, preferably as a Lead BA
• Experience with systems analysis, root cause analysis, and process modeling methodologies
• Solid understanding of Salesforce declarative capabilities and customization options
• Proficiency in data analysis concepts
• Proven excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences
• Proven ability to manage multiple priorities in a fast-paced environment
• Proven solid critical thinking skills with awareness of cross-functional and downstream impacts

Preferred Qualifications:

• Healthcare industry experience (e.g., eligibility, call center operations, member/provider systems)
• Experience defining or supporting AI, machine learning, analytics, or intelligent automation solutions
• Experience working in regulated environments
• Experience mentoring or leading other Business Analysts
• Familiarity with Salesforce Agentforce, data platforms, or integrations with analytics/AI tools

What Success Looks Like

• Salesforce and AI-enabled solutions are delivered with high quality, clear requirements, and solid stakeholder alignment
• Healthcare processes are simplified, automated, and enhanced through data and intelligent insights
• Business stakeholders trust you as a strategic partner who understands both technology and healthcare operations

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.