Senior 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

Primary Responsibilities:

• Perform Configuration Management Database (CMDB) data updates based on change requests, RITMs, and other relevant tasks, including the creation, modification, and retirement of Configuration Items (CIs)
• Develop and maintain integrations to populate and synchronize the CMDB with external data sources
• Configure and maintain reports and dashboards, including CMDB health metrics, data quality monitoring, and preferences configuration
• Enhance CMDB by adding new attributes to CI classes as per business requirements
• Enable and manage Service Level Management (SLM), ensuring the creation of Service Level Agreements (SLAs) that define service expectations and performance metrics
• Monitor the CMDB Health Dashboard and CSDM Data Foundations Dashboard, taking corrective actions such as deduplication and resolving stale task issues to maintain data quality
• Investigate and resolve issues related to ServiceNow Discovery, ensuring seamless data discovery and population processes
• Conduct CMDB data audits to ensure accuracy, completeness, and compliance with organizational standards
• Configure and enforce policies within the CMDB Data Manager to standardize and improve data consistency and quality
• Configure, deploy, and maintain ITSM platforms, such as ServiceNow, or related tool
• Customize workflows, dashboards, reports, and automation within the ITSM tool to meet organizational needs
• Design, implement, and optimize ITSM processes, including incident management, problem management, change management, service catalog, and asset management
• Identify areas for improvement and implement process enhancements to increase efficiency and effectiveness
• Integrate ITSM tools with other systems, such as monitoring tools, CMDB (Configuration Management Database), and ticketing systems
• Develop automation scripts and workflows to reduce manual tasks and enhance service delivery
• Provide technical expertise in resolving incidents and problems related to ITSM tools and processes
• Analyze recurring issues and work to implement permanent solutions
• 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 Computer Science, Information Technology, or a related field
• 5 + years of hands-on experience with CMDB, ServiceNow Discovery, and data integrations
• Experience in creating and managing interactive reports and dashboards using Power BI Desktop and the Power BI Service
• Experience managing ITSM-related projects or initiatives
• Proven expertise in administering the CMDB process within an organization, ensuring adherence to efficient, standardized processes
• Knowledge of ITSM modules, including Incident, Problem, and Change Management
• Familiarity with ITIL frameworks and their application in managing CMDB processes
• Proficient in technical support and data quality improvement initiatives
• Ability to work collaboratively in cross-functional teams and influence decisions
• Willingness to stay updated on emerging ITSM trends, tools

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.