Tech Support Consultant - ITSM Incident Management

Requisition Number: 2383184
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:

• Major Incident Management
  • Participate in incident on-call rotations, and when on-call, respond and perform ITSM Incident Management responsibilities in alignment with defined response targets
  • Provide rapid response to Optum Care Delivery impacting high-priority P1/P2 major incidents, P2 impact avoid incidents, P3 incidents, and associated reconvenes, by requesting and/or joining War Rooms within a 15-minute response SL
  • Utilize available AI tools and defined playbooks to lead and participate in War Rooms, and coordinate with support teams to assemble the necessary internal and third-party vendor resources, to support achievement of incident restoration SLAs and ITSM record documentation in compliance with the Enterprise ITSM Policies, Processes, and Procedures
  • Evaluate risk and potential impact for major incident break-fix activities and utilize the Enterprise ITSM Change Enablement/Management process for the required incident/emergency change requests to restore service quickly, minimizing impact
  • Create and maintain posts within DocX Incident Collaboration chat channel, and other chat windows as necessary
  • Compose and send ITSM Executive Summary communications that accurately and clearly depict updates and status to stakeholders within the defined targets and ensure it is audience appropriate
  • Thoroughly and accurately document incident timeline of events
  • Participate in the post-incident War Room wrap-up discussions and ensure their outcomes are translated for the appropriate follow-up. If an existing PRB record is identified, ensure it is linked to the INC record, PRB fields are updated, and PTASK records are created appropriately. If a new PRB record is created, ensure it is assigned to the support group best suited for the root cause analysis (RCA), the PRB fields are updated and PTASK records are created appropriately
• Problem Management
  • Develop a problem statement, clarifying problem description, and problem objectives for each PRB record that you are governing
  • Ensure PTASK records are created, and are assigned to the appropriate support group resources, for each action item that is required to support the PRB record's objectives
  • Perform ITSM Problem Management governance for PRB records related Optum Care Delivery impacting problems to achieve designated RCA SLA, solution implementation, and closure targets
  • Perform regular follow-up with PRB and PTASK record assignees to ensure that they are documenting the required information within the appropriate fields and are progressing their assigned records through their lifecycle according to the defined SLAs/targets
  • Provide ITSM Problem Management policy, process, and procedure guidance to support group resources who are assigned to PRB and PTASK records related to Optum Care Delivery impacting problems
  • Schedule and facilitate recurring working sessions for escalated Optum Care Delivery problems to identify potential causes, contributing factors, corrective actions, preventative measures, and improvement opportunities
  • Compose and publish problem working sessions recaps to the relevant stakeholders
  • Participate in, and capture PRB and PTASK work notes during, Weekly Problem Governance Reviews (WPGRs)
  • Review and evaluate your governed PRB records once solutions have been implemented and validated to ensure they're ready for closure
  • Upon your governed PRB record's closure, compose and publish problem closure recaps to the relevant stakeholders.
• 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

Other General Responsibilities

• Demonstrate a growth mindset and perform continuous learning, support and foster policy, process, and procedure improvements
• Obtain and maintain your knowledge of the company provided tools and resources available to assist you with managing incidents, problems, and problem tasks
• Participate in coaching loop assessments (CLAs), and make ITSM record corrections, as necessary
• Periodically review the Enterprise ITSM policies, processes, and procedures to refresh your knowledge
• Create or update DocX OSS team documentation when necessary and provide instruction and/or feedback to team resources and leaders when needed
• Complete mandated company training prior to assigned deadlines
• Perform other ITSM related duties as assigned
• Provide support to other IT Service Management responsibilities as needed to ensure adequate resource coverage and effective service delivery

Required Qualifications:

• 4+ years experience coordinating and driving Major Incident response and service restoration activities according to ITIL Incident Management best practice
• 2+ years' experience coordinating or governing problem records according to ITIL Problem Management best practice.
• ITIL Certified, Foundations v3, Foundations v4, and/or ITIL Intermediate Service Operations
• Proven excellent verbal and written communication skills
• Skilled experience with the ServiceNow cloud computing platform for IT Service Management
• Ability to work rotating shifts and participate in on-call responsibilities for a 24/7/365 healthcare organization

Soft Skills:

• Critical thinking and problem-solving skills that demonstrate the ability to handle difficult or unexpected situations. Including the ability to determine and define the problem, generate alternate solutions or workarounds, evaluate, and document the solution, implement, and validate
• Exhibit solid interpersonal skills, foster team, and cross-functional collaboration with other teams to resolve major incidents quickly and effectively
• Solid verbal and written communications skills to clearly and accurately communicate technical issues and related activities that are audience-appropriate for IT, business, and end-users.
• Demonstrate a competent ability to provide immediate support in a demanding role, commanding and controlling major incident activities maintaining a calm demeanor, and focused engagement
• Detailed oriented, organized, and able to effectively prioritize work in a fast-paced, reactive role

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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