ITSM Support Analyst – Remote in Minneapolis, MN or Charleston, WV

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.

 

Information is the lifeblood of the healthcare industry – everything depends on it. At Optum Insight Technology, you’ll help us work on streamlining the flow of information between payers, healthcare providers and various other stakeholders to deliver the right insights to the right places at the right times, driving better outcomes for patients, reducing friction in the health system and lowering costs. Every day our work directly impacts the world for the better, in meaningful and profound ways.  

 

The ITSM Support Analyst provides configuration and administrative support of the Atlassian tool suite, including multiple instances of Jira Service Management, Confluence, and Opsgenie. You will assist in the management of Jira setup, creating and organizing projects, configuring the layout, testing workflows, and improving the solution experience. Additionally, role includes user role management, enabling access permissions and privileges. Additional ancillary responsibilities with ITSM includes support and documentation of Incident, Problem, and Change Management processes and activities.

 

If you are located in Minneapolis, MN or Charleston, WV, you will have the flexibility to work remotely* as you take on some tough challenges.

 

Primary Responsibilities:

ITSM Tool Support (including Jira Service Management, Confluence, Opsgenie)

• Create and organize projects: Create new projects, configure the layout, design, workflow, and dashboards
• Manage user access: Assign user roles and privileges, and ensure that each team member has access to the materials they need
• Manage upgrades and improvements: Provide resources for training and upgrades, and manage software improvements
• Evaluate business need: work with business users to evaluate ITSM tool requirements, determine licensing needs, and drive improvements to the ITSM tool experience
• Provide application support: Monitor, respond to, diagnose and troubleshoot ITSM tool issues including on call support for high priority outages
• Subject Matter Expertise: Act as a technical resource to others to resolve problems, issues, errors, queries, and reports as relating to ITSM tooling
• Communicate: Share knowledge with internal and external contacts & users
• Documentation: Generate documentation on ITSM tool, including workflows and processes, to support operational runbooks

ITSM Process Support

• Subject Matter Expertise: Act as a technical resource to others to resolve problems, issues, errors, queries, and reports as relating to ITSM / ITIL based processes
• Follow and support defined ITIL based processes including Incident, Problem, and Change Management process and workflows

Assist Problem Management to:    

• Assist Incident Management by attending war rooms when paged for incident response
• Analyze and drive Problem ticket process including root cause analysis
• Ensure that sufficient information is available with each problem ticket to proceed with the analysis and resolution
• Ensure all problem records are managed to agreed Operating and Service Level agreements
• Ensure all problem record records maintain quality

Assist Change Management to:

• Manages changes/updates to the processes as applicable for the project.
• Support Change process including related documentation, change review representation, and support readiness
• Maintain a forward schedule of change

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma or GED
• 1+ years supporting and integrating Jira and Confluence with ability to create complex JIRA workflows, screen schemes, permission schemes, and notification schemes
• 2+ years of experience supporting applications in an enterprise environment
• Experience monitoring IT systems applications
• Demonstrated critical analysis of systems applications and a history of proven troubleshooting skills

 

Preferred Qualifications: 

• Bachelor’s Degree or higher
• Certification including Atlassian, ITIL, PMP, SDLC, or PMI certifications
• Experience with multiple ITSM systems

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

 

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.

 

 

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.