Senior Systems Management Analyst - Telecommute

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

As the Senior Systems Management Analyst, you will shape the technical evolution of our CCaaS platform with a focus on scaling the platforms, unlocking innovation, and driving efficiencies. You will lead the technology solution partnering with engineering managers from guiding execution to provide a reliable, scalable, and secure platform. As the voice of the customer, you will have direct contact with customers and business partners to gather feedback about our solution. You will understand business requirements, work closely with Solution Product Owners and other engineering stakeholders.

This is a position that will have an incredibly broad impact on both the customer and developer experience across multiple services. You will be working collaboratively with diverse and distributed teams to deliver real value across every part of our CCaaS platform. To be successful in this role you must be a self-starter, out-of-the-box thinker, highly motivated individual, able to focus on solution strategy and on execution to deliver results in time.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

Primary Responsibilities:

• Work collaboratively to achieve the organizational goals, objectives, and priorities as tied to the overall CCaaS platform strategic plan
• Establish linkage with other teams, and advocate for cross functional collaboration in establishing best practices and standardization that ensure high quality features delivered to customers
• Adhere to governance and operational support framework supporting the key business imperatives; ensuring teams are operating within established standard design principles and are receiving the appropriate requirements and support from the broader organization
• Conduct market and user research to advocate for customer needs to drive solutions that solves challenges; ensure a customer first approach in product design and development
• Effectively drive the end-to-end readiness of products; technical and operational readiness ensuring the business strategy is executed successfully
• Collaborate with market facing stakeholders to evolve the CCaaS product adoption across customers & partners
• Apply formal change management practices that ensure products are baselined at kickoff and all changes thereafter are thoroughly scrutinized for justification, impact to the program and business
• Support the improvement of customer experience by influencing enhancements to solve customer challenges
• Identify opportunities for process improvement to address inefficiencies and improvements in the customer end-to-end experience. Drive key learnings from launches back into the organization to support continuous improvement
• Oversee customer-facing documentation efforts - helping plan, write, and publish new / update existing developer documentation
• Evangelize stakeholders, support extended teams, and manage product readiness

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Graduate degree in Computer Science, Information Technology, or similar
• 12+ years of experience in product configuration/operations, solution/services, project management
• Experience developing customer facing technology messages and developing solutions/offer strategies
• Experience with best practices and patterns for CCaaS product design
• Experience with competing products, Understanding of industry standards & compliance
• Strong Analytical & communication skills - verbal, written, presentations, at all levels
• Strong skills in representing solution to key constituents including senior leaders and customers
• Well-developed skills in leading and collaborating effectively with global, cross functional teams and the ability to influence effective change management
• Ability to translate concepts into action, technology market research and quickly learn key information regarding the industry to become a subject matter expert
• Ability to focus on key strategies and tactics in order to prioritize results indicative of success metrics

Preferred Qualifications:

• Master/Post graduate degree in technology or Business
• Cloud contact center platform implementation experience

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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.

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