Technical Analyst – Supports Projects

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

This position will serve as a subject matter expert for the Business Event Readiness team, focused on ensuring the IT Support Services (ITSS) organization is ready for the introduction and delivery of internal and external technology changes. This position plays a critical role, responsible for ensuring operational partners have the awareness, resources, skills, and tools required to provide end-user support. You will represent the voice of the customer with a solid focus on customer experience while driving communications, integration efforts and technical support. The Ideal candidate should possess solid technical skills with a background in technology support along with moderate project management skills.

Primary Responsibilities:

• Coordinate operational and support readiness activities through use of policy/procedure
• Develop and manage relationships with support personnel, project leads, and various other IT groups on new/change technology projects
• Participate in pilot phase for new/change technology projects 
• Review support and end-user communications for accuracy and clarity of message
• Document and communicate new/change activity to L1, L2 teams and other stakeholders
• Collaborate with technical partners to identify knowledge articles required for customer self-help and support use
• Review training content for the training team for new/change technology projects
• Identify tools, automation and self-service opportunities related to new/change technology projects
• Identify, communicate, and assist in the resolution of project related technical issues throughout all phases of the project 
• Establish reporting for new/change technology projects
• Document lessons learned post deployment of new/change technology projects
• Help define and refine support operation process and procedures for new/change technology projects
• Identify, work and close out milestones assigned to them
• Develop and manage partnerships, and oversee relationships with external stakeholders, including operations, vendors, and business partners
  
• 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:

• 4+ years of experience preparing teams for support/operational readiness
• 4+ years of experience working in a 2nd Level Desktop Support Environment
• 4+ years of experience troubleshooting Microsoft Office Products (M365)
• 4+ years of experience troubleshooting VPN and Home Networks
• 4+ years of experience troubleshooting Windows 10
• 4+ years of experience supporting communications tools such as Teams
• 4+ years of experience managing projects
• Proven excellent written and verbal communication
• Understanding of Service Desk operations

Preferred Qualifications:

• ITSM certified
• Experience troubleshooting Android/IOS mobile devices
• Experience troubleshooting Citrix user
• Experience managing/driving Problem Management process
• Familiarity with SCCM or Altiris
• Familiarity with Chrome and Edge
• Familiarity with Adobe Products
• Familiarity with Cisco AnyConnect and or VPN clients
• Ability to influence across all levels of the organization

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.