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Job Information

UnitedHealth Group ITSM Process Analyst - Remote in Colorado Springs, Colorado

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

The ITSM Process Analyst supports the implementation and day-to-day operations of ITSM policies, processes, and procedures. The ITSM Process Analyst operationally supports processes and procedures, working with practitioners and users to identify improvements. This functional role is responsible for ITSM process service delivery, operation, and continuous improvement activities.

You'll enjoy the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilties:

  • Support one or more processes operationally.

  • Collect, interpret, and prepare data from various sources and tools to identify trends and forecasting.

  • Support the development, documentation, and adoption of procedures and work instructions for improved process governance, execution and reporting.

  • Leverage ITIL/ITSM best practice principles to facilitate process improvement activities and apply industry-standard best practices.

  • Forge strong 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.

  • Perform periodic audits of records for process compliance and process excellence.

  • Provide after-hours and/or on-call rotation support when required.

  • Monitor reports on process compliance across the organization.

  • Create, maintain, and reconcile ITSM process data.

  • Contribute to the documentation and implementation of policies, processes, and procedures.

  • Author and peer-review user guides, templates, job aids, and Knowledgebase articles.

  • Document ITSM platform enhancement and correction requirements and participate in UAT testing

  • Coordinate and support continuous improvement activities.

  • Effectively facilitate and lead meetings, tailoring messages to the given audience.

  • Effectively communicate across company and department boundaries at all levels.

  • Other related ITSM duties as assigned

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:

  • Undergraduate degree or equivalent experience

  • 1+ years of experience working with ITSM processes or equivalent

  • 1+ years working in a technology discipline

  • Proficient with Microsoft Office applications (Excel, PowerPoint, Word, Microsoft Teams, etc.)

Preferred Qualifications:

  • ITIL Foundations Certification or equivalent

  • 2+ years’ experience in Service Transition and/or Operations

  • 2+ years’ working in a collaborative, team-based environment

  • Demonstrated commitment to continual learning

Technical Skills:

  • Demonstrated experience of using technology to improve efficiency

  • Functional knowledge of ITSM tools and managing IT as a set of services

  • Competent understanding of ITIL and ITSM processes

  • Experience/understanding of IT best practices and process tools.

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work. SM

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $25.63 to $45.72. The salary range for Connecticut / Nevada residents is $28.27 to $50.29. Pay is based on several factors including but not limited to education, work experience, certifications, etc. 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.

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.

Job Keywords: ITSM Analyst, Process Analyst, IT, ITIL, Technical Support, Remote, Telecommute, #RPO