Client Connectivity Solutions Analyst - Telecommute at Optum

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Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that is improving the lives of millions. Here, innovation is not about another gadget; it is about making health care data available wherever and whenever people need it, safely and reliably. There is no room for error. If you are looking for a better place to use your passion and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.(sm)
The Client Connectivity Solutions Analyst serves within our Client Delivery team in Optum Provider Services supporting our strategic Managed Provider Partnerships. This role will perform analytical, procedural, and diagnostic processes aimed at designing, implementing, and supporting, technical solutions focused on assuring connectivity and accessibility to systems, devices, and applications between Optum and client networks. The Analyst will be given the opportunity to learn and grow under the guidance of our experienced Solutions Architects, as the Analyst is assigned project tasks in support of the team's effort to onboard technical connectivity with new clients and troubleshoot issues with existing ones.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
  • Troubleshoot technical issues experienced with connecting and accessing various healthcare provider client applications via Citrix, VDI, and Microsoft Edge
  • Provide real time assistance to users via MS Teams chat and calls
  • Track open issues and proactively follow up with the user as needed
  • Document in Ticketing System the processes used, and steps taken to resolve and close requests and incidents
  • Identify trends and patterns that point to a systemic issue and escalate when appropriate
  • Assist in creating and maintaining support documentation for the team based on fixes found during troubleshooting issues, as well as developing and maintaining playbooks of procedures for onboarding technical connectivity for new clients
  • Act as liaison between the user, internal engineering, external client engineering, and access management teams to resolve issues
  • During onboarding of new clients, meet virtually with contacts to assist Solution Architects in capturing business requirements and information about how client applications are accessed and used
  • Coordinate and perform in-depth tests, including end-user reviews, for modified and newly deployed solutions
  • Collaborate with program and project managers, business operations, change management, provisioning and business analysts to ensure clients' needs are met
  • Maintain daily/weekly/monthly reports regarding projects, activities, and status of issues
  • Assist Solutions Architects in tasks and special projects as assigned to you

Who you are:
  • You have solid organizational skills and focus on accuracy and attention to detail
  • Apply critical thinking, investigative problem solving, and continuous learning and improvement to your everyday work
  • You are self-motivated and can drive resolution of issues horizontally across a matrixed organization
  • You enjoy building relationships of high trust to accomplish desired outcomes
  • You communicate effectively and are comfortable engaging in client-facing discussions and communicating across all levels of technology and business leadership, as well as organizational SMEs

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:
  • 3+ years demonstrated experience in a technical support role
  • Experience working with collaboration tools (e.g. MS Teams, SharePoint, Google Suites)
  • Experience working with desktop virtualization (e.g. Microsoft Remote Desktop, Citrix, VMWare)
  • Familiarity with network connectivity, VPN, & firewalls
  • Familiarity using Help Desk ticketing solutions (e.g. ServiceNow)

Preferred Qualifications:
  • Bachelor's Degree
  • Experience working in an ITIL or ITSM environment
  • Experience in software / hardware architecture
  • Experience with process improvement, workflow, benchmarking and / or evaluation of business processes
  • Healthcare business experience
  • Familiarity with project management methodologies
  • Proficient with MS Office tools: (Word, Excel, PowerPoint, Visio)
  • Excellent communication skills, both written and verbal
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies now require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles require full COVID-19 vaccination as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $66,100 to $118,300. The salary range for Connecticut / Nevada residents is $72,800 to $129,900. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Job Keywords: Client Connectivity Solutions Analyst, Technical support, network connectivity, analyst, technical production analyst, technical production, technical support analyst, VPN, firewalls, collaboration tools, desktop virtualization, help desk ticketing, MS Teams, SharePoint, Microsoft Remote Deskt, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote
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