ITSM Change Analyst

Requisition Number: 2353939
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.
Primary Responsibilities:

• Serve as a subject matter expert on UnitedHealth Group IT Service Management Change Management process and tools
• Be able to promote impact determination in order to identify and mitigate risks
• Liaison with all necessary parties to coordinate Change process operations and maintain relationships
• Analyze Change records and reports to determine trends and drive improvements in a positive direction
• Help drive process simplification, efficiency, and effectiveness through common metrics
• Aid in the continuous improvement of ITSM process/capability adoption, compliance, execution and supporting solutions
• Identifies and resolves operational problems using defined processes, expertise and judgment
• Perform analysis of alternatives, provide recommendations, and generate innovative ideas to resolve problems.
• Develop and maintain process supporting materials for the IT Service Management Services team including process flows, user guides, and training
• Ensure timely and effective execution of IT Service Management deliverables
• Support adoption of the new processes and tools as implemented
• Be able to maintain composure under pressure, accurately assessing problem situations
• Work effectively in a fast-paced, team-based, Customer Service oriented environment
• Be able to exercise process compliance requirements effectively at all levels
• Fulfill on-call responsibilities when necessary
• Other duties as assigned by management
• 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 degree or equivalent experience
• ITIL certification or significant IT experience using an IT Service Management process (Change, Incident, or Problem)
• 4+ years of experience in a large-scale and diverse IT environment
• Working knowledge of ITIL and key ITSM concepts Change Management, Process Improvement, ITSM, Change Advisory Board support/administration
• Proficient knowledge of Change Management enabling technologies
• Proven excellent verbal and written communication skills; including the ability to speak clearly and concisely, convey complex or technical information in a manner that others can understand, as well as the ability to understand and interpret complex information from others
• Proven excellent problem solving skills; the ability to systematically analyze problems, draw relevant conclusions and devise appropriate courses of action
• Proven intermediate level of skill with Microsoft Word, Excel, PowerPoint, and Visio

Preferred Qualifications:

• Certification in Six Sigma or other process improvement methodology
• ITIL Certification
• Experience working in ServiceNow
• Understand and be able to apply a structured methodology around IT Service Management operations activities

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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