I O Engineering 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 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.

In this role, you will provide excellent customer support to all new hires who are onboarding as well as existing corporate staff. This role will be responsible to ensure the successful onboarding new staff and contractors to setup their access to the various applications and systems needed to do their job as well as offboarding and removal of access when a team member exits the organization. The role will also be responsible for troubleshooting system login issues for applications supported by the team. It will assist with unlocking accounts and performing password resets when necessary. A successful User Access Provisioning analyst will be responsible for utilizing his/her skills to resolve any issues related to system access. Additional tasks include, but not limited to, account creation, managing IT access request assignments, adherence to following established company and security policies.

This is an active, hands-on position, responsible for the supporting new hires during the onboarding period as well as IT orientation for new hire day one. Team responsibilities include provisioning of user accounts for onboarding employees and requested non-employees; processing of changes to account security requirements as approved by management; assistance to users as required; maintenance of security infrastructure, including software and user directories; processing of user terminations; automation of provisioning, ongoing maintenance, and de-provisioning; multifactor authentication. Responsibilities will also include working with IAM team and other connecting departments across the GoHealth organization to understand and to provide a smooth onboarding experience as well as a timely and smooth offboarding experience. Close collaboration with the IAM Management IT automation engineering team to document and continuously improve the onboarding process, systems, and tools. This role will be tasked with ensuring all our user’s account and access setup (employees and non-employees) is completed on/before their start date.

The IT Admin must have an excellent understanding of computers (including hardware, software, and applications) and a demonstrated willingness to learn and apply new technology. They must possess solid technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations. Ability to think outside the box when troubleshooting new hire issues with end users. Additionally, they must possess solid analytical skills with demonstrated problem solving ability. Experience exercising high levels of initiative, judgment, and diplomacy required. Proven ability to operate in high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible.

Primary Responsibilities:

• Completing the identity and access functions, ensuring prompt, efficient, and accurate resolution of identity and access matters
• Work closely with other team members to identify and suggest resolutions and improvements to onboarding, employee lifecycle, and offboarding process
• Centralization of user access maintenance
• Provisioning and deprovisioning of user and service account access to all GoHealth’s systems
• Monitor and respond quickly and effectively to requests received through the IT helpdesk relating to new hires, onboarding or offboarding issues
• Involvement in projects as needed as determined by the scope and related to the job function
• Monitor Service Desk for tickets assigned to your queue and process first-in first-out based on priority
• Screen ticket queue for onboarding and offboarding tickets while adhering to offboarding requirements and breach agreement
• Resetting multifactor for mobile access
• Document internal procedures
• Remote support via phone or remote using remote support software for onboarding day one as well as any onboarding issues
• Be responsive and able to prioritize tasks efficiently
• Train end new hires on proper login processes
• Screening users for identification purposes and providing documentation in ticket
• Assist with unlocking accounts in different systems when necessary
• Performing password resets when necessary
• Report issues to the Helpdesk, Automation/Engineering Team
• Assign users to proper distribution groups when needed
• Instruct end-users in the appropriate use of equipment, software, and/or reference materials
• 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

UAP Skillset

• Primary Skills
  • Creating New user ID’s through Active Directory. Troubleshoot of user’s access on various health care applications
  • Creating Global groups and modifying groups in Active Directory
  • User provisioning for applications, Shared Drives, Creating New shares through Active Directory
  • Extensive experience with Active Directory, Domain Name System
  • Working on Security Management – Configuring Account policy, Access rights and Password control
  • Database Knowledge/SQL Windows
  • ServiceNow and SECURE
• Secondary Skills
  • Communication and Team work
  • Hardware and networking, Windows 10, CCNA concept, Cloud concept
  • Migrations, project transitioning
  • MS Office
  • Data Analysis
  • Programming concepts
  • PowerBi reporting and updating technology specific documents
• Tertiary Skills
  • Time Management
  • Data Management
  • Customer Service

Required Qualifications:

• Bachelor’s degree or higher level of education or equivalent experience
• Understanding of Information Technology and IT Security
• Proven customer service
• Proven solid organizational skills
• Proven ability to work in high pressure environment
• Proven skilled in written and oral communication
• Proven ability to onboard and offboard users accounts
• Proven ability to work successfully with limited supervision

Preferred Qualifications:

• 1+ years technical support/ help desk experience 
• Experience with user administration and setup within Microsoft Office 365
• Proven comfortable communicating in person and via phone/email/chat with peers, management, contractors, and vendors

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.