CS Business Analyst Senior - Technical

7 days left

Minneapolis, Minnesota
May 03, 2022
May 30, 2022
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 600,000 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.


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.




UCare offers Medicare, Medicaid, Individual and Family health plans - powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives.


Working at UCare is more than 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. Employees join UCare and stay because of the opportunity to have a purpose-driven job.

Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 12 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities.


Work Location: Hybrid, Standard and Work From Home

The health and safety of our employees, members, providers, and our community is our highest priority. Therefore, all new employees are expected to be fully vaccinated against COVID-19 prior to starting at UCare, subject to limited exceptions such as for a sincerely held religious belief or for medical reasons.

Position Description

As the Business Analyst you are responsible for using operational experience and strategic planning expertise to optimize the value of the Pega platform within Customer Service (CS). You will work closely with end users and technical partners to understand needs and deliver appropriate application updates, enhancements, and maintenance. Responsible for the discovery, analysis, documentation of business requirements from end users and other stakeholders and translate those to functional specifications for development, while keeping in mind future or implicit demands. You will collaborate cross-functionally with other CS business analysts, CS leadership, and internal and external partners.

• Represent Customer Service in identifying, supporting, and delivering updates and improvements in the Pega platform which supports CS' primary function of providing a quality experience to Members and Providers.

• Responsible for developing and maintaining process documentation and business requirements for the Pega platform within Customer Service and related operational areas.

• Collaborate with Subject Matter Experts (SMEs), cross functional teams, and Technical Business Analysts (BAs) to assure adherence to business requirements

• Collaborate with Pega developers, Quality Assurance (QA), and SMEs in an Agile (Scrum) environment to resolve issues as the Product Owner representing the business.

• Responsible for business approval and acceptance of use cases, user stories, process flows, and functional features.

• Develop and participate in user acceptance testing

• Collaborate with peers and other stakeholders to optimize use of the Pega platform.

• Collaborate with end users and stakeholders to perform analysis, define business requirements, and implement innovative solutions that solve business problems and support CS Department plan.

• Use critical thinking and strategic planning to anticipate future needs and proactively develop solutions.

• Develop and maintain a comprehensive understanding of Customer Service operations.

• Other projects and duties as assigned


Bachelor's degree. Demonstrated experience may be considered in lieu of a degree.

Required Experience

Five years of experience in a contact center or operational environment, with a focus on projects and initiatives, leadership, or analytics. At least three years' experience managing applications and/or systems. Proven facilitation and communication skills Strong analytical and critical thinking skills.

Preferred Experience

Pega; Agile; Microsoft Project Visio; SharePoint. Technical writing. ServiceNow.


The UCare difference is our people power - employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, 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.

JOB POST DATE: 5/2/2022

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