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.  

Provide day to day operational support for Enterprise Outbound Composition/Communications product owners. Support implementations and tier 2 escalations issues. Execute structured, repeatable work using defined standards and playbooks. Translate approved requirements into user stories and features, testing artifacts, and configurations. Reduce cycle time while maintaining quality and traceability Increase throughput, maintain quality, and surface issues that require product owner decisions.

Primary Responsibilities:

• Implementations and Change Requests
  • Draft user stories, acceptance criteria, and sub tasks from approved requirement packages
  • Maintain traceability from requirements to stories to tests
  • Execute regression and pre UAT testing and capture evidence
  • Validate composer configurations against approved designs
  • Log defects with clear reproduction steps and artifacts
• Tier 2 Support
  • Triage tickets using diagnostics runbooks
  • Resolve known issues independently where playbooks exist
  • Collect logs, screenshots, and comparisons for unresolved issues
  • Track repeat incidents and root cause categories
  • Escalate issues with clear context, evidence, and recommendations
• Process and Quality
  • Maintain SOPs, checklists, FAQs, and how to documentation
  • Monitor SLA performance, backlog, and queue health
  • Maintain operational dashboards and metrics
  • Prepare daily or weekly status summaries for the product owner
• Operational Hygiene
  • Maintain SOPs, checklists, and how to documentation
  • Maintain delivery and support dashboards
  • Produce weekly metrics on throughput, defects, and cycle time
• Time Zone Execution
  • Perform diagnostics and prep work during non overlap hours
  • Package work so decisions can be made quickly during overlap
  • Close standard support items independently
• Time Profile
  • 65-70% implementations and change requests
  • 20-25% tier 2 support execution

  • 10-15% documentation and reporting

• 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:

• 4+ years supporting complex enterprise platforms
• Experience writing user stories, acceptance criteria, executing structured testing and defect logging
• Proven ability to work independently and comfortable raising issues
• Proven solid documentation and written communication skills
• Proven solid attention to detail and comfort working from standards
• Proven to be capable of thinking outside of the box
• Proven ability to follow documented processes without deviation

Preferred Qualifications:

• Experience with outbound composition or document generation tools
• Experience working with Agile delivery teams
• Familiarity with data mapping, rules logic, and template driven systems
• Comfort identifying patterns and proposing preventative fixes

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.

#NJP