ITSM Analyst Problem Management – ServiceNow

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.

The ITSM Analyst supports the development, design, implementation, and day-to-day operations of ITSM policies, processes, and procedures. The ITSM Process Analyst oversees the deployment of processes and procedures, working with leadership and stakeholders to identify improvements. This functional role is responsible for end-to-end ITSM practice activities, including creation, governance, delivery, operation, and continuous improvement activities

Primary Responsibilities:

• Manage end-to-end execution and delivery of one or more ITSM practices operationally
• Monitor, report on, and improve day-to-day operations and overall efficiency of IT Service Management
• Develop and document standardized methods, processes, and procedures for improved service delivery governance, execution, and reporting
• Leverage ITIL/ITSM best practice principles to drive process improvement activities and apply industry-standard best practices
• Leverage solid personal relationships for improved collaboration to provide innovative solutions and the best ITSM framework
• Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery
• Executes and delivers day-to-day ITSM activities for one or more practice
• Understand how to navigate a broad range of ITSM tools, policies, processes, and procedure
• Collect, clarify, and analyze data and business requirements for improvement opportunities
• Coach, provide feedback, and guide others in executing ITSM policies, processes, and procedures
• Coordinate and support continuous improvement activities
• Contribute to the development, modification, documentation, and implementation of policies, processes, and procedures
• Collaborate on process improvement opportunities and conduct current state analysis to gather business requirements and constraints
• Analyze and translate business requirements into documentation and conceptual ITSM platform design and development
• Document ITSM platform enhancement and correction requirements and participate in UAT testing
• Effectively communicate across company and department boundaries at all levels
• Effectively facilitate and lead meetings, tailoring messages to the given audience
• Provide after-hours and/or on-call rotation support when required
• Adapt quickly to changing conditions, strategies, and organizational goals
• Other related ITSM duties as assigned
• 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:

• Education
  • Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent practical experience)
• Experience
  • 8+ years total experience in IT Service Management operations and process execution (Incident/Problem/Change/Request at minimum)
  • Hands-on experience executing and improving ITSM processes end‑to‑end (governance, delivery, reporting, continuous improvement)
  • Experience facilitating cross‑functional meetings and communicating across levels (analysts → leadership)
  • Demonstrated ability to analyze process data/metrics and drive improvements (trend analysis, RCA, SLA/OLA performance)

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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