Solutions Delivery Analyst I

Job Title: Solutions Delivery Analyst I 

Department: Product Delivery 

About the Role: The Solutions Delivery Analyst is responsible for the ultimate success of the Unite Us technology platform with our customers and end-users. The role will focus on data ingestion, data export, triaging, identifying and resolving issues by collaborating with Engineering, Product, Customer Success teams. We are looking for individuals with strong analytical skills, communication skills and an interest in the health & human services space. This role is an excellent opportunity for anyone with a knack for working with people, explaining complex tasks in easy-to-understand terms, who can learn new technology quickly, and who wants to play a role in improving the health of communities across the country!

What You'll Do:

• Lead implementation processes and documentation to communicate and set client expectations and assist with troubleshooting product issues as needed.
• Conduct in-depth interviews with customers to ensure comprehensive understanding of their data needs and usage
• Analyze data files, data layouts and data dictionaries from data providers to understand data structure and operating rules for transforming to a common data format
• Conduct in-depth interviews with data providers to ensure comprehensive understanding of data operating logic and data provided
• Author data mapping and transformation requirements based on understanding of operating rules; review with ETL developers to ensure understanding
• Produce detailed data quality profiles to validate structure, content and overall data quality; present findings to internal stakeholders for signoff and/or escalate critical data issues as necessary
• Configure products based on customer’s data needs
• Enable customers on the data products that they purchased
• Facilitate SFTP setup to ensure that PII/PHI data is sent securely between the customer and Unite Us
• Execute test cases to validate source data has been accurately mapped, transformed and loaded or extracted
• Closely monitor incoming technical and data support tickets to respond to customer project and IT team queries, to comply with Unite Us service level agreements(SLA)
• Triage technical issues related to the Unite Us products and assign it to appropriate teams for resolution 
• Resolve data quality problems.  Activities include: Identify, assess, fix, document, and communicate potential quality issues in the way data is collected, stored, processed, or used. This may involve interacting with business users to resolve data quality problems using techniques such as root cause analysis as well as collecting user requirements. Fixing the data problem may require the analysts to recommend, design, implement and monitor quality procedures for use in the data production process. It may also include data cleansing operations such as removing duplicate records
• Contributes to the improvement of the existing processes and identification of new processes and technical alternatives to resolve problems
• Acts as a liaison between the development and business teams to coordinate activities associated with the reported issues and enhancements as reported 
• Develop and execute data quality test cases, scripts and procedures to support the data monitoring and quality metrics
• Maintain internal knowledgebase and external documentation, including FAQs, explainers, and help articles 
• Work with the Customer Success team to identify user needs and feature requests and relay product optimization information to the product team 
• Bring forth ideas that embrace emerging technology/executions and innovative ideas

You’re a great fit for this role if:

• 1-3 years of experience in information technology 
• Proven track record in establishing strong relationships with internal stakeholders, clients and vendors
• Strong written and verbal communication skills; you are an expert at breaking down complicated topics and explaining and documenting them in simple terms people can understand 
• Customer service/support experience preferred 
• Critical thinker with strong organizational and time management skills; you quickly get to the root of problems and can effortlessly multi-task 
• Understand the business processes and how it impacts technical operations to consistently meet customer’s business goals 
• Experience in analyzing, defining and documenting business processes and rules
• Track record of gaining proficiency in a software platform and its use cases 
• The ability to be empathetic, compassionate, responsive, and resourceful; you are supportive and comfortable handling challenging situations over the phone 
• Previous experiencing implementing and supporting Data products preferred 
• Experience with AWS tools, Datastores such as PostgreSQL, Snowflake is a plus.
• Experience in a technical support role handling complex technical issues related to data feeds, SAAS platforms, integrations, SSO, and other related topics 
• A knack for dealing with datasets and finding relationships in the data and any gaps/issues
• A strong curiosity and the ability to learn quickly; you ask great questions 
• Acute attention to detail 
• Ability to work on multiple projects simultaneously
• In depth knowledge of Jira configuration and Service Desk is a plus 
• The ability to thrive in a variable and demanding startup environment while working remote; you are highly adaptable 
• A passion for healthcare or human services

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. 
• The target pay range for this role is: $90,000-$97,0000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification 

Benefits provided by Unite Us:

Medical, Dental, and Vision

We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

Wellness

Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.

Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

Join our ERGs to connect and engage with colleagues, like Military Veterans

Spending Accounts

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

401(k) + Employer Match

Enjoy matching, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.