Business Systems Analyst - Call Center Telephony Systems (Temporary)

Minneapolis, Minnesota
Jul 10, 2018
Aug 16, 2018
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.



At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is responsible to discover, analyze and document business and technical requirements.  The analyst plays a key role in projects that support the call center technologies with a focus on stabilizing and improving the telephony systems to improve customer experience and increase agent productivity. The role requires working closely with Customer Service leadership, IT department, and vendors.

·Document current processes and flows that support our call center technology (i.e. requirements, prompts and messages, call flows, routing rules, etc.).

·Identify business requirements and develop operations facing implementation plans as a result of Telephony program and subprojects.

·Support with triage and effectively communication reported issues.

·Identify and investigate trends related to reported issues.  Contribute to cross-organizational process documentation in managing and addressing telephony breakage and service incidents.

·Pro-actively identify routing strategy pain points, opportunities, and drive improvements in Customer Channel experiences.

·Hands-on testing and validation of business requirements and system functionality.

·Other projects and duties as assigned.


Bachelor's degree in Business, Information Technology, or similar preferred. Demonstrated experience may be considered in lieu of degree.

Required Experience

Five years of call center technology, such as Cisco, Aspect, Avaya, IVR, Chat and/or Customer Channels routing experience.

Preferred Experience

Project management experience.  CiscOprations Reporting.


UCare is proud to be a recognized Star Tribune Top Workplace for the 9th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.


Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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