IT Systems Analyst - Elkridge, MD

Your passion for innovation can impact millions.
 
At Optum, we believe the technology we create helps to change lives. When you join us as a Senior IT Systems Analyst, you will have the opportunity to be a part of that change. You will work al ongside our brilliant teams who are focused on solutions to meet a wide range of health consumer needs. We need world-class Systems Analysts, like you, to help us build our next generation customer experience. In this role, you will be a part of the system development cycle and consult with end users to evaluate business requirements into design specifications. You'll excel as you work with all levels of the business, ensuring information technology deliverables align with the business requirements, with measurable results. Here, your passion for performance and innovation can fuel your life's best work.(sm)
 
Primary Responsibilities:

Lead requirements gathering, service-oriented modeling, analysis and design activities
Evaluate business requirements and prepare detailed functional and technical specifications
Communicate design to all stakeholders and varying levels of the organization
Serve as the liaison between business and systems analysts, developers and project management groups
Present and evaluate design solutions objectively and facilitate conflict resolution
Define, use and communicate design patterns and best practices in service oriented analysis, design and development
Collaborate with quality assurance team to ensure testing efforts align with system deliveries and business processes
Develop strategies to improve service development life cycle and governance processes
Develop detailed source-to-target data mapping and data transformation rules
Develop and use enterprise service and data models
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 contacts
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
Coordinates, supervises 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
Self-directed and seeks guidance as needed on complex issues and tasks
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
Serves 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
- 2+ years’ experience as a Data Analyst
- 2+ years’ experience translating business needs into technical requirements
- 2+ years managing technical projects required
- The ability and willingness to provide on-call support on a rotational basis during the early evenings one week per month
 
Preferred Qualifications:
- 1+ year of experience in Relational database management system (RDBMS) database design
- Toll Free Numbers (TFN), application and agent level data experience is desired
- 1+ year of previous leadership experience required
- Interactive Intelligence Inc. (I3) ICCE certified
- Project management knowledge such as ITIL / PMP / Agile is a plus
- 2+ years of experience writing SQL queries and interpreting the data for root cause / trend analysis is desired
- Understanding of call campaigns within a meshed call center environment a plus
- 2+ years of experience with Windows based servers
- Ability to mine data from multiple raw sources, and create an environment for analyst usability required
- Understanding of HIPAA and other IT security standards in a healthcare environment preferred
 
 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: IT, Information Technology, IT systems Management, Sr IT Systems Management Analyst, Elkridge, MD, Telecommute, telecommuter, telecommuting, work from home, remote