[Hiring] Solutions Delivery Analyst I @Unite Us

Role Description

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. 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, including identifying, assessing, fixing, documenting, and communicating potential quality issues in the way data is collected, stored, processed, or used.
• Contribute to the improvement of existing processes and identification of new processes and technical alternatives to resolve problems.
• Act as a liaison between the development and business teams to coordinate activities associated with reported issues and enhancements.
• Develop and execute data quality test cases, scripts and procedures to support 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.

Qualifications

• 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; expert at breaking down complicated topics and explaining them in simple terms.
• Customer service/support experience preferred.
• Critical thinker with strong organizational and time management skills; quickly get to the root of problems and can effortlessly multi-task.
• Understand business processes and how they impact 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.
• Ability to be empathetic, compassionate, responsive, and resourceful; supportive and comfortable handling challenging situations over the phone.
• Previous experience 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; 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.
• Ability to thrive in a variable and demanding startup environment while working remote; highly adaptable.
• A passion for healthcare or human services.

Benefits

• Medical, Dental, and Vision insurance for team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, available to all team members.
• Flexible Time Off, including volunteer days and mental health days, plus 14 paid, company-wide holidays.
• Paid Parental Leave, including adoptive parents.
• Employee Resource Groups (ERGs) to connect and engage with colleagues, like Military Veterans.
• Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
• 401(k) with Employer Match, immediate vesting and financial wellness resources.
• Life and AD&D insurance, with the option to purchase additional coverage for yourself and your dependents.
• Disability Coverage.
• Accident Insurance.
• Pet Insurance.
• All necessary equipment to perform duties, including a computer, mouse, keyboard, and other items on the approved list of WFH supplies.