Technical Support Analyst Data Center - Remote Nationwide at Optum

| Minneapolis–Saint Paul, MN +25 more | Remote
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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's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Primary Responsibilities:
  • Manage and coordinate major incidents in compliance with the Major Incident Policy, Process, and Procedures
  • Responsible for the end-to-end management of major incidents and process requirements throughout their lifecycle
  • Support and foster process and procedure improvements, maintaining tools and resources to manage major incidents and problems, follow-up activities more effectively
  • Analyze incident and major incident metrics to highlight "hot spots" and identify trends and foster a continuous improvement culture
  • Host and participate in post major incident evaluation meetings, support root cause analysis investigation, diagnosis, and remediation activities with the defined SLAs
  • Support major incident on-call rotation and responsibilities in alignment with defined OLAs
  • Responsible for the end-to-end management of all major problems throughout their lifecycle, in compliance with the Problem Management Policy, Process, and Procedures
  • Evaluate risk and potential impact for break-fix and authorize related emergency change requests to restore service quickly, minimizing impact.
  • Exhibit strong interpersonal skills, foster team, and cross-functional collaboration with other teams to resolve major incidents quickly and effectively
  • Strong verbal and written communications skills to clearly and accurately communicate technical issues and related activities that are audience-appropriate for IT, the business, and end-users
  • Detailed oriented, organized, and able to effectively prioritize work in a fast-paced, demanding role
  • Responsible for analyzing major incident trends, identifying repeat incidents by applying critical thinking and problem-solving techniques to fix underlying causes
  • Collaborate with other Change, Incident, Major Incident teams to analyze incident and major incident records, identify repeat incidents, and implement the fix to problems under the Change Management process
  • Support and foster process and procedure improvements, maintaining tools and resources to manage major problem activities more effectively
  • Accountable for day-to-day process management activities, ensuring appropriate resources are engaged and communication provided to all levels of the organization
  • Regularly review and update policies, processes, and procedures to align with business needs, ensuring all revisions are communicated and deployed, including requisite training of all impacted parties and stakeholders

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:
  • Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
  • Medical Plan options along with participation in a Health Spending Account or a Health Saving account
  • Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
  • 401(k) Savings Plan, Employee Stock Purchase Plan
  • Education Reimbursement
  • Employee Discounts
  • Employee Assistance Program
  • Employee Referral Bonus Program
  • Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
  • More information can be downloaded at: http://uhg.hr/uhgbenefits

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:
  • Associates degree or 2+ years equivalent experience
  • ITIL Certified, Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations
  • Skilled experience with the ServiceNow cloud computing platform for IT Service Management
  • 3+ years' Major Incident and Problem Management experience, coordinating and driving problem objectives and related activities
  • Ability to work rotating shifts and/or support on-call responsibilities for a 24/7/365 healthcare organization

Preferred Qualifications:
  • Experience with the Pager Duty cloud computing SaaS incident response platform

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, 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
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work. (sm)
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $31.78 to $56.88. The salary range for Connecticut / Nevada residents is $35.00 to $62.45. 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
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.
Keywords: Optum, UnitedHealth, ITIL, ServiceNow, Incident and Problem Management, SaaS, WFH, WAH, Telecommute, Remote, Hiring Immediately, #RPO, #GREEN
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Candidate Location Eligibility:
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Boston, MA
Chicago, IL
Dallas-Fort Worth, TX
Detroit, MI
Hartford, CT
Houston, TX
Jacksonville, FL
Las Vegas, NV
Los Angeles, CA
Louisville, KY
Madison, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New York City, NY
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Raleigh-Durham, NC
San Diego, CA
San Francisco, CA
Seattle, WA
Washington DC

Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • JenkinsLanguages
    • AngularJSFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • AWS (Amazon Web Services)Frameworks
    • KafkaFrameworks
    • LinuxFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • SmartsheetManagement

What are Optum Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Professional Development Benefits
Tuition Reimbursement

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