Optum Serve partners with federal agencies to improve health outcomes nationwide through innovative, data-driven healthcare solutions. As part of the Training & Development team, the Business Process Analyst (BPA) plays a key role in improving how training programs are designed, delivered, measured, and continuously enhanced.
This position will partner closely with Training, Operations, and Leadership teams to document processes, analyze performance data, identify improvement opportunities, and provide actionable insights that drive business results. The ideal candidate is analytical, process-oriented, and experienced in translating complex data and workflows into practical solutions.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:- Analyze, document, and improve end-to-end training and operational processes using Business Process Management (BPM), Lean Six Sigma, and Agile methodologies
- Conduct root cause analyses to identify process gaps, inefficiencies, and opportunities for improvement
- Gather business requirements and collaborate with stakeholders to develop effective solutions
- Analyze operational and performance data to identify trends and measure training effectiveness
- Develop and maintain dashboards, reports, and metrics for leadership reviews and business performance discussions
- Support Contact Center operations through process optimization and continuous improvement initiatives
- Create and maintain SOPs, process maps, workflow documentation, knowledge articles, and related resources
- Partner cross-functionally with Training, Operations, Quality, and Leadership teams to ensure alignment on business objectives
- Utilize tools such as ServiceNow and Knowledge Center platforms to support knowledge management and process efficiency
- Monitor process performance and recommend enhancements that improve learner outcomes, productivity, quality, and customer experience
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:- 2+ years of experience in Business Analysis, Process Improvement, Operations, Training Operations, or a related analyst role
- Experience documenting business processes, workflows, and process maps
- Proven experience analyzing data and presenting findings to various audiences
- Advanced proficiency in Microsoft Office Suite, including:
- Excel
- PowerPoint
- Word
- Visio
- Proven solid requirements gathering and stakeholder engagement skills
- Proven solid organizational skills with the ability to manage multiple priorities and deadlines
- Proven excellent written and verbal communication skills
Preferred Qualifications:- PMP Certification
- Lean Six Sigma certification or experience
- Experience supporting Training & Development or Learning Operations functions
- Contact Center or Call Center operations experience
- Experience with Power BI, SmartSheet, or similar reporting tools
- Oracle Learning Cloud or Learning Management System (LMS) reporting experience
- Instructional Design and/or Training Delivery experience
- Project leadership experience
- Knowledge of ServiceNow Knowledge Management or Document Management Systems (DMS)
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $29.00 - $52.00 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
