Senior IT Dialer Systems Analyst - Elkridge, MD - Full-time / Part-time

At Optum, we are driven to transform health care not just for our own good, but for the greater good. And, with your data reporting and analysis expertise, you can join us on our mission to help make the health care system work better for everyone. As a Data Analyst, you will thrive as you design and architect data warehouse solutions. You will be a primary contributor in developing, testing and deploying key data warehouses or data marts, and you will be working with cutting edge technology.
This role will prepare you for significant career growth as you shift to a gear you didn't know you had in you. So the contributions you'll make as a Data Analyst at Optum, the pride you will feel, the smile that will keep you company on your way home are all ways that you'll know what you do here really matters. It will be important. No, it will not be just important, it will be historic. That's why someday, you will look back at the things you achieved here and realize that you did your life's best work.(sm)
 
In this position you will focus on restoring service after an incident occurs for day to day operations of the I3 Dialer System for the HouseCalls Contact Center. You will be responsible for the coding development, analysis review and provide data for operational and business planning. You will document all problems (database, application, and analytics) and monitor the dialer environment health and the facilitation of high severity incidents to improve the state of service availability and continuity. You will also coordinate the efforts of all functions to complete scheduled jobs in a timely manner and takes corrective action as required. You will also Interface with other departments as required.
 
 
Primary Responsibilities:

Data Analysis of Dialer Integration for HouseCalls Program
Oversee dialer strategies, dialer business & calling rules, and maintain dialer operations
Provide i3 system support for end to end process as required for dialer, telecom, and database server
Provide support to both on-site and remote location contact
Dialer functional Subject Matter Expert
Presents and interprets dialer strategies, activities, and issues to the business and at the appropriate level of details
Systems Administration of Dialer Integration for HouseCalls Program
Coordinate, supervise and is accountable for the daily activities of business support, technical or production team or unit
Provide agent support & issue troubleshooting
Dialer administration for all database files and loading process
Forecasts and plans resource requirements for calling records loaded within the I3 Dialer System
Partner with business for ad-hoc data support, reports, and analysis
Maintain and enhance existing databases and queries
Understand code, troubleshoot, find issues and solve problems
Assess and interpret customer needs and requirements
Identifies solutions to non-standard requests and problems
Analyze, review, and trend complex dialer outcome data
Present analysis and interpretation for operational and business review and planning
Support short and long term operational/strategic business activities through analysis & develops recommended business solutions through research, analysis, and implements as appropriate
Serve as a resource to others and provides day to day team direction as needed
Assist with the design, control and analysis of campaign outcomes to optimize right party connects at the right time and right pace
Work closely with management to design, create and implement calling strategies and jobs on predictive dialing system
Monitor campaign activities and recommend adjustment to dialing ratios and prioritization to influence the campaign outcomes
Assist internal customers to keep the production environment running at optimum efficiency
Analyze call center volume and monitor threshold of lines available for inbound/outbound traffic
Communicate and collaborate with developers and subject matter experts to establish the technical and functional. requirements for new contact center and marketing driven initiatives
Serve as a liaison with applicable technology teams to escalate system/technology problems and issues
Provide on-call support on a rotation basis as required

Required Qualifications:

Bachelors’ Degree or equivalent experience
2+ years’ experience as a Data Analyst
2+ years managing technical projects
The ability and willingness to provide remote on-call early evening support on a rotational basis during the evenings one week per month (from 6 PM to 8:30 PM)
The willingness and ability to provide remote on call support for 8 hours on occasional Saturdays (typically 4 Saturdays per year)
Preferred Qualifications:

Experience conducting reporting and analytics on call metrics (Toll Free Numbers (TFN), applications and agent level data)
1+ year of experience in Relational database management system (RDBMS) database design
2+ years of experience writing SQL queries and interpreting the data for root cause / trend analysis
2+ years’ experience translating business needs into technical requirements
1+ year of previous leadership experience
Interactive Intelligence Inc. (I3) ICCE certified
Project management knowledge such as ITIL / PMP / Agile
Understanding of call campaigns within a meshed call center environment
2+ years of experience with Windows based servers
Mine data from multiple raw sources, and create an environment for analyst usability
Understanding of HIPAA and other IT security standards in a healthcare environment
 UnitedHealth Group is working to create the health care system of tomorrow. Already Fortune 6, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
 
 
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
 
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
 
 
Job Keywords: data analytics, Data Analyst, data analysis, Information Technology, IT, technology, Optum , Elkridge, MD, telecommute, telecommuter, telecommuting, remote, work from home