ITSM Business Systems Analyst

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.

Positions in this function create and deliver high quality system solutions for our applications, products, and services across all technology functions. They consult with users and technology specialists to define business processes and the information systems for supporting those processes. Individuals in these roles may perform analysis and serve as business liaisons to understand and refine business requirements. They provide technical support in developing systems that are cost effective and meet users’ requirements. In addition, they create systems that work together in a cohesive manner, enforcing standards and methods consistently across the enterprise.

Primary Responsibilities:

• Solicit, review, and analyze ITSM requirements
• Write business and technical requirements
• Communicate and validate requirements with stakeholders
• Validate solution meets business needs
• Apply technology to enable business solutions
• Oversee planning and execution of the work
• Conduct analyses, needs assessments, and help to broker other technology services
• Release management, including communications and education
• Metrics monitoring and risk mitigation
• Collaborate across teams with business and IT partners
• Serve as the ‘voice of the customer’, representing/reinforcing the customer’s perspective throughout the product realization cycle
• 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 regard 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:

• Bachelor’s degree or equivalent work experience
• Understanding of IT Service Management (ITSM) process and procedures
• 2+ years of end-to-end business requirements gathering process
• 1+ years of working with Agile development methodology and/or ITIL Foundations V3 or V4
• Proficiency with ServiceNow application functionality and capabilities
• Proficiency with PC based software programs (Microsoft Excel, Word & PowerPoint)
• Understanding of HIPPA compliance

Preferred Qualifications:

• Experience with passion for customers and a demonstrated focus on customer experience
• Proven self-starter with the ability to appropriately assess the need for independent decision-making versus leadership escalation
• Ability to react to product adjustments and expectations promptly and efficiently
• Solid technical skills and ability to pick up new technologies quickly is beneficial
• Proven excellent communication, interpersonal, and organizational skills
• Demonstrates energy, motivation, and commitment to drive to results in a challenging, fast-paced environment
• Demonstrated ability to meet commitments, build consensus, negotiate resolutions, and garner respect from other teams
• Ability to work during US business hours to work with business partners

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.

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