Senior Systems Management 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 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.

We are seeking an experienced Application Support Engineer with expertise in facility security applications to provide L2/L3 production support, application administration, enhancement delivery, and operational excellence for enterprise security and access platforms. The role will ensure application stability, performance, service continuity, and continuous improvement across business-critical processes.

The engineer will work closely with business stakeholders, architects, developers, infrastructure teams, vendors, and end users to resolve complex issues, deliver sustainable enhancements, coordinate testing and releases, and improve operational efficiency.

Primary Responsibilities:

• Provide L2/L3 production support for security camera, building/badge access and various other facility security solutions, including incident, service request, problem, and change management activities
• Monitor application health and performance; investigate production issues; restore services within agreed service levels; and provide clear, timely stakeholder communication
• Perform detailed root cause analysis for recurring or high-impact incidents and implement corrective and preventive actions
• Gather and analyze business requirements, assess application impacts, contribute to solution design, and translate business needs into sustainable technical and functional outcomes
• Coordinate User Acceptance Testing (UAT), defect resolution, release validation, implementation readiness, and post-production verification
• Partner with application architects, developers, infrastructure teams, and vendors on upgrades, integrations, patches, configuration changes, and enhancement releases
• Manage application configuration, data quality, user access, roles, security, reports, workflows, and operational controls in accordance with enterprise standards
• Create and maintain runbooks, standard operating procedures, knowledge articles, system documentation, support metrics, and troubleshooting guides
• Identify opportunities for automation, AI-enabled operations, monitoring improvements, and process optimization to strengthen reliability and user experience
• Participate in an enterprise support model, including planned releases, critical incident response, and after-hours support when required
• 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, Engineering, or a related discipline, or an equivalent combination of relevant education and directly applicable professional experience
• 4.5+ years of hands-on experience in physical security solutions such as Lenel, S2, Milestone or equivalent systems
• Hands-on experience in production application support, including incident management, problem management, change management, release management, and operational support
• Experience supporting application enhancements, deployments, patches, upgrades, integrations, and production validation
• Demonstrated experience delivering and supporting enterprise-scale implementations for Fortune 100 or comparably complex global organizations
• Demonstrated ability to assess issues across application, configuration, integration, data, infrastructure, and user-process layers and coordinate resolution with the appropriate teams
• Collaboration and Problem-Solving Skills
  • Demonstrated solid collaboration, analytical thinking, and structured problem-solving skills
  • Demonstrated ability to work effectively with business stakeholders, product owners, architects, developers, infrastructure teams, end users, and external vendors
  • Demonstrated excellent verbal and written communication skills, including the ability to communicate technical issues, business impacts, risks, and resolution plans clearly
  • Demonstrated solid ownership, accountability, prioritization, and customer-service mindset in a fast-paced enterprise environment
  • Demonstrated ability to manage multiple priorities and drive issues to closure with appropriate urgency and attention to detail

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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