Senior Technical Support 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.

Primary Responsibilities:

• Understand technological functionalities, standard operating procedures, common issues, and solutions
• Answer incoming phone calls to the IT Service Center within the specific target time and with an expected First Call Resolution Rate
• Respond to and diagnose computer and technical application support incidents by effectively utilizing tools for resolution or routing to the next level of support
• Thoroughly track all interactions with customers in an incident management tracking tool
• Escalate high priority, high impact issues to appropriate internal support teams
• Proficiently manage the resolution of technical engagements; balancing customer service, providing support, and issue resolutions
• Collaborate with management to develop and validate methods, techniques and analytical approaches to deliver services and complete tasks. May provide guidance to lower-level staff
• Subject Matter Expert
  • Utilize the "quality of service" processes to identify areas of improvemen
  • Manages complex Incidents assigned or transferred to IT Service Center, will be assigned to Senior queues
  • Act as incident coordinator for escalated issues
  • Assists co-workers with problem solving and problem escalation
• Knowledge Management
  • Handles Knowledge management (authors, updates, create new knowledge articles). Maintain up-to-date knowledge about deployed technology trends and how they affect the business
  • Document supporting notes and utilizing the knowledge base to follow appropriate processes
• Process Improvement
  • Work on IT Service Desk Communication, roadshows to educate users/team on new/update on the process workflow. Effectively translate complex technical concepts into consumable language to assist users of varied technical abilities
  • Provides guidance and information to others on topics within the area of expertise
  • Act as a mentor/coach of Technical Support Analyst team members
  • Conducts root cause analysis on recurring issues by using pertinent data trends and facts to identify and solve a range of problems within the area of expertise
  • Investigates non-standard requests and problems in collaboration with other support groups
  • Prioritizes and organizes own work to meet deadlines
  • Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
  • Company Adherence
  • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
  • Meet or exceed operational targets and individual KPI
  • Adhere to a defined work schedule, procedures and performance standards
  • Promotes a healthy working environment by exercising healthy working relationships 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 regard 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:

• 3+ years of hands-on experience as a level 2 or SME/Coach in a Service Desk environment supporting Enterprise level users
• Extensive experience with Operating Systems support including but not limited to Windows Environment, Cloud-based applications, Virtual platforms, Telephony tools, and O365 Applications and tools
• Experience in a large corporate environment with high volume capacity
• Experience with Service Ticketing/Tracking Systems (ServiceNow preferred)
• Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred)
• Knowledgeable with end-user devices and computer peripherals troubleshooting (input devices like mouse and keyboard, output devices like monitors and projectors, headsets, docking stations, printers, etc.)
• Knowledgeable in different VDI platforms
• Owner/Authors Knowledge Management (e.g. Universal Knowledge Suite, ServiceNow, etc.)
• Can report on site as needed.

Preferred Qualifications:

• Healthcare background
• Knowledgeable with Healthcare applications/tools

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.

Optum is a drug-free workplace Optum Global Solutions (Philippines) Inc. All rights reserved.