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.
Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration determination of issue priority, provisioning, and service request fulfillment installations, upgrades, and releases/deployments and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees. Basic, structured, standard approach to work.
Primary Responsibilities:
- Provides technical support to the enterprise, third-party vendors, patients, and clients through various support channels: email, chat, self-service, inbound/outbound calls
- Empathize with end-user needs and provide technology guidance
- Provides reliable and consistent service to end-users
- Act as an advocate for end-users by anticipating, identifying, and addressing their concerns
- Uses existing procedures and facts to solve routine problems or conduct routine analyses
- Performs incident management response and restoration determination of issue priority, provisioning, and service request fulfillment installations, upgrades, and releases/deployments and problem management analysis and resolution
- Data center construction, operations, and maintenance by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service are recorded in a timely manner
- Understand technology functionalities, standard operating procedures, common issues, and solutions
- Maintain up-to-date knowledge about deployed technology trends and how they affect the business
- Practice process gap analysis and recommend continuous service improvements
- Promotes healthy working environment by exercising healthy working relationship with peers, leaders, counterparts
- 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 or equivalent experience in IT
- 2+ years of experience as an IT Service Desk Analyst
- Solid hands-on experience supporting various applications and IT Service Desk tools
- Experience working in high-volume, large corporate environments
- High level understanding of IT support principles, practices, and procedures
- Proficient in ticketing systems such as ServiceNow
- Proven skilled in using remote support tools, O365 applications, and telephony systems
- Proven excellent interpersonal and communication skills, with the ability to engage both technical and non-technical audiences
