Senior Software Engineer – Service now, ITSM

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.

We are seeking a highly skilled and motivated ServiceNow ITSM Operations and Triage Lead to join our dynamic IT team. In this role, you will be responsible for overseeing the day-to-day operations of our ServiceNow IT Service Management (ITSM) platform, ensuring efficient incident and problem management, and leading the triage process for critical issues. You will work closely with cross-functional teams to drive continuous improvement and maintain high levels of service availability and performance.

Primary Responsibilities:

• ServiceNow ITSM Operations:
  • Monitor system health, performance, integrations, and usage to identify and resolve issues proactively and management of environment refreshes
  • Implement and enforce best practices for ITSM processes, including incident, problem, change, and request management
• Incident and Problem Management:
  • Lead the triage process for critical incidents, coordinating with relevant teams to ensure timely resolution
  • Conduct root cause analysis for recurring issues and implement corrective actions to prevent future occurrences
  • Develop and maintain incident, problem and knowledge management documentation and reports
  • Manage a cadence of defect resolution and deployment schedule
• Continuous Improvement and Development:
  • Identify opportunities for process improvements and automation within the ITSM framework
  • Collaborate with stakeholders to gather requirements and implement enhancements to the ServiceNow platform
  • Stay up-to-date with the latest ServiceNow features and industry trends to drive innovation
• Leadership/Communication:
  • Coordinate training sessions on ITSM, key changes/problem resolutions, learnings and other topics to educate and enhance the team’s skills and knowledge
  • Act as a point of escalation for complex issues and provide review, analysis, and visibility to trends
  • Develop reporting and dashboards on incidents, problems, SLAs, and status to both technical team and business Product Owner
• Shift timings: 9PM IST -6AM
• 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:

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 4+ years of experience in IT Service Management
• 2+ years experience in ServiceNow ITSM modules and functionalities
• 2+ years experience with Agile methodology and ceremonies
• Proven experience in incident and problem management, including leading triage efforts
• Solid understanding of ITIL processes and best practices
• Proficiency in scripting languages (e.g., JavaScript) and ServiceNow development

Preferred Qualifications:

• ITIL Foundation certification
• Additional ServiceNow certifications (e.g., CIS-ITSM)
• Proven excellent problem-solving and analytical skills
• Solid communication and interpersonal skills, with the ability to work effectively with cross-functional teams
• Leadership abilities
• Shift timings: 9PM IST – 6AM
  

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.