Systems Management Consultant – Provider Systems

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Solving moderately complex provider ancillary/business applications related problems
• Providing timely resolution to provider non-clinical application related errors/issues 
• Working with third-party vendors to support issue resolution
• Conduct and manage end user application training for Existing and New Users
• Ensure that appropriate support teams are engaged for issue resolutions, initiate root cause analysis (RCA) investigations to find permanent solution. Ensure system availability, reliability, and performance is maintained per SLAs with business
• Encourage a culture of continuous improvement by regularly reviewing processes and performance metrics to identify areas for optimization or enhancement
• Coordinate communication with stakeholders during major incidents/applications unavailability
• Define and document the processes
• Facilitate implementation & analysis of metrics/Key Performance Indicators at various levels based on ITSM goals & client’s expectations
• Assist in identifying engineering and automation needs
• Process documentation, creating SOPs/ guidelines/ templates/ checklists/ process flows
• 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:

• Graduate with minimum 16 years of formal education; correspondence courses are not relevant
• Any relevant certification in hospital management application
• 5+ years Provider Ancillary/Business applications experience with ability to handle L2 tickets
• Experience in using APM monitoring tools (such as New Relic etc.)
• Knowledge of handling USER security provisioning for various provider applications
• Knowledge of first level troubleshooting and resolution of incidents
• Solid knowledge of ITSM, ITIL foundations and processes (Incident Management and Service Request etc.)
• Solid knowledge of Microsoft applications (Excel, Word, and PowerPoint)
• Exposure in metric analysis, reporting & root cause analysis
• Proven proactive support for various applications
• Proven ability to understand technical terminology and ability to quickly learn and understand technical information
• Proven solid analytical skills

Preferred Qualification:

• Experience using ServiceNow

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.