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ITSM Analyst Generalist - Telecommute

Company: UnitedHealth Group
Location: Dallas
Posted on: June 25, 2022

Job Description:

Landmark Health, part of the Optum and UnitedHealth Group family of businesses, was created to transform how healthcare is delivered to the most medically vulnerable members in our community. Our medical group provides home-based medical care to chronically ill patients, many of whom are ill-equipped to navigate our overwhelming healthcare system. The ITSM Analyst (Generalist), in IT Service Management and Operations will serve as the focal point for the ITSM processes. The ITSM Analyst (Generalist) will share in the responsibility for the day-to-day operations and oversight of the Incident, Problem, and Change Management processes as well as their continual process improvement. Additionally, the ITSM Analyst (Generalist) will be responsible for the governance of the Release and Asset Management processes. The candidate must have a proven track record in managing day-to-day ITSM operational activities in the areas of Incident, Problem, and Change management in a healthcare environment. Experience and familiarity with HIPAA and other regulations governing data and systems in a healthcare environment is preferred. This role will require on-call capability. Additionally, the ITSM Analyst (Generalist) should have familiarity with the governance of the Release and Asset Management processes. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. As an individual contributor, the ITSM Analyst is responsible for providing effective process and operations services on a 24x7 basis in areas of:

  • IT Incident Management
    • Day-to-day execution of Incident Management process
    • Compiling and reporting of assigned KPIs/Metrics (Daily, weekly, monthly)
    • Coordination and moderation of Incident Bridges and Post Incident reviews
    • Participating in on-call rotation
    • IT Problem Management
      • Coordination and moderation of RCA review sessions
      • Creation and distribution of RCA's
      • Compiling and reporting of assigned KPIs/Metrics (Daily, weekly, monthly)
      • Documenting and tracking actions to prevent future recurrences
      • Proactive incident trending
      • Tracking and remediating chronic problems---
      • IT Change Management
        • Day-to-day execution of Change Management process
        • Compiling and reporting of assigned KPIs/Metrics (Daily, weekly, monthly)
        • Coordination and moderation of CAB meetings and Emergency CAB As an individual contributor, the ITSM Analyst is responsible for providing effective governance of these processes on a 24x7 basis in areas of:
          • IT Release Management & Coordination
            • Release deployment planning
            • Release coordination
            • Release delivery
            • Post-release issue tracking & reporting
            • Release closeout and hand-off to steady-state support
            • IT Asset Management
              • Realtime accurate accounting
              • Licensing
              • Lifecycle and hold processes
              • Reporting In addition to above, this position is also on point for:
                • This position executes plan for alignment to industry best practices, standardizing assigned IT Service Management processes, ensuring training/documentation exists and are effectively performed, and ensures control objectives are met.
                • Provides vision and leadership toward establishing world-class service-delivery model that promotes continuous quality improvement and stakeholder management. Primary Responsibilities:
                  • Execution of above processes/capabilities per defined guidelines and frameworks
                  • Coordination of process training, awareness, and rollout as appropriate
                  • Coordinate, execute, and implement standards, procedures, and service levels for the Operations unit to ensure that Operational Level Agreements are met
                  • Compile all relevant/assigned processes KPIs and data points for compliance, audit, and review
                  • Collaborates with peers in infrastructure/application development/data services/security in delivery of assigned ITSM processes, procedures
                  • Compile established metrics on an ongoing basis via assigned IT and/or Process Scorecards
                  • Evaluates and provides technical leadership for the implementation of recommendations to enhance operational effectiveness and performance of ITSM tools being utilized
                  • Ensures that appropriate tools or mechanisms exist to deliver world-class services and processes exist and/or are developed as appropriate
                  • Works within and with other IT departments to define appropriate strategies for improving assigned processes and procedures, develop and implement changes and improvements
                  • Identifies assigned processes failure points and improvement opportunities to ensures implementation and measurement of implemented actions. Works with IT leadership to prioritize improvements
                  • Completes other projects and duties as assigned
                  • Manage relationships at all levels of the company including C-level interaction 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
                    • 3+ years general progressive IT experience which includes:
                      • Experience interfacing with business partners
                      • Knowledge and experience in ongoing management of deployed ITSM processes/frameworks
                      • Firm understanding of computer security technologies and policy, and internal/external audit controls compliance Preferred Qualifications:
                        • Bachelor's degree in Computer Science or related field
                        • ITIL certification -
                        • 3+ years of experience in:
                          • Leading large scale ITSM transformation projects specifically with handling of Major Incidents, Incident Management SLA/OLA management, and Problem Management/RCA practices / ongoing care, Change, Release Management, Release Delivery, Asset Management, DevOps enablement, Release support, and Support readiness
                          • Outsourced provider management
                          • Experience in using Zoho ManageEngine Service Desk Plus ITSM Suite or Service Now -
                          • Familiarity with O365 products
                          • Excellent communication skills both verbal and written
                          • Ability to translate technical issues into understandable business language for end users
                          • Self-motivated, with keen attention to detail and excellent judgment skills
                          • Ability to multi-task and adapt quickly to business needs
                          • Ability to establish new standards for quality, performance, or productivity
                          • Proven ability to communicate professionally in a corporate environment, work in cross-functional collaborative teams To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment. Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. 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. *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy 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.

Keywords: UnitedHealth Group, Dallas , ITSM Analyst Generalist - Telecommute, Professions , Dallas, Texas

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