The Role
Configure, implement, customize, and maintain ServiceNow platform modules (ITSM, ITBM, Service Catalog). Develop scripts, integrations, dashboards, and reports; manage upgrades and testing; troubleshoot data transformations; gather requirements and produce system documentation; support incidents/changes and CAB; provide consultation to stakeholders and deliver end-user support.
Summary Generated by Built In
Requisition Number: 2371936
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:
Required Qualifications:
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:
- Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform
- Can break down the requirements, develop and demo the dashboards and reports to end user/clients
- Provide software coding and customization including, but not limited to screen tailoring, workflow administration, report setup, data imports, integration, scripting, third party software integration, and custom application development
- Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades to certify all applications for use after the upgrade
- Coordinate and solve complex technical data and transformation issues
- Obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow
- Create and maintain system design and operations documentation
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- ServiceNow Systems Administrator Certification
- ServiceNow Certified Implementation Specialist or ability to attain within 90 days of start date
- 4+ years of experience of overall service management with a strong working knowledge of various ServiceNow applications such as Incident Management, Problem Management, Change Management, Asset Management and Service Catalog/Service Request
- Significant experience in ITBM Configuration and Administration Development, Customization, Migration, Upgrade, and version standardization of ServiceNow Experience developing and customizing core
- ServiceNow Scripting experience (JavaScript) to develop script including macros, business rules, UI policies, etc.
- Working knowledge of Agile
- Develop/administer/customize various modules within ServiceNow
- Create Incident template forms
- Provide consultation services to leadership regarding optimal usage of the platform
- Develop and analyze reports, dashboard views
- ITBM applications such as Ideation, Demand, PPM, Resource Management
- Interact with internal customers to scope and build out new and existing workflows that adhere to best practices
- Data analysis
- Administration of Service Catalog
- Facilitate/administer/support Change tickets
- Audit Change tickets with respect to Change Management program policies
- Facilitate Change Advisory Board meetings
- Support end-user assistance requests
- Process Incident and routine work request (RITM) tickets assigned to department
- Other duties as assigning
- Excellent oral and written communication skills
- Proven strength in building and maintaining the client relationship
- Proven solid ability to prioritize a multitude of client requests and requirements
- Proven to be well-organized self-starter and strong ability to work remotely in a self-directed capacity across multiple engagements
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Skills Required
- ServiceNow Systems Administrator Certification
- ServiceNow Certified Implementation Specialist or ability to attain within 90 days
- 4+ years of service management experience with ServiceNow applications (Incident, Problem, Change, Asset, Service Catalog)
- Significant experience in ITBM configuration, administration, development, customization, migration, and upgrades
- ServiceNow scripting experience (JavaScript) for business rules, UI policies, macros, etc.
- Experience developing and customizing dashboards and reports in ServiceNow
- Working knowledge of Agile methodologies
- Experience with ITBM applications: Ideation, Demand, PPM, Resource Management
- Administration of Service Catalog and handling RITM tickets
- Ability to facilitate and administer Change tickets and audit change management policies
- Experience coordinating Change Advisory Board meetings
- Data analysis and ability to resolve complex technical data/transformation issues
- Excellent oral and written communication skills and client relationship management
- Proven ability to prioritize multiple client requests and work remotely as a self-directed contributor
Optum Compensation & Benefits Highlights
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Leave & Time Off Breadth — PTO accrues each pay period with eight paid U.S. holidays plus a floating holiday, and generous time away is consistently emphasized. This breadth supports planned and unplanned time off beyond standard vacation days.
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Parental & Family Support — Six weeks of paid parental leave, up to two weeks of paid caregiver leave, Bright Horizons back‑up care, and adoption assistance signal strong family-oriented support. EAP access with counseling sessions further extends help to employees and their households.
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Wellbeing & Lifestyle Benefits — Company‑paid short‑ and long‑term disability, Calm app membership, tuition reimbursement, commuter and FSA accounts, and broad employee discounts expand everyday wellbeing resources. Free or low‑cost virtual visits complement these lifestyle supports.
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
