Senior Incident Management Analyst
UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.
Primary Responsibilities:
- Applies knowledge/skills to complex activities
- Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
- Often acts as a technical resource to others in own function
- Anticipates customer needs and proactively identifies solutions
- Solves complex problems on own; proactively identifies new solutions to problems
- Plans, prioritizes, organizes and completes work to meet established objectives
- Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment
- Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
- Follow all escalation procedures according to service level agreement
- Use remote control tool to assist end user when needed
- Provide an accurate record of each call in an incident management tracking tool
- Handle escalated technical support issues
- Mentor junior support analysts
Requirements:
- Associate's degree or 4+ years comparable experience required
- 3+ years experience supporting IT users
- 3+ years experience in a customer service role
Assets:
- Experience with ITIL framework
- ITIL certification
- HP Service Manager and/or HP Service Desk
- Experience in a large call center environment
- Ability to cover shifts in 24x7 environment
What makes your technology career greater with UnitedHealth Group? You'll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. It's your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group.
UnitedHealth Group is working to create the health care system of tomorrow.
Already Fortune 25, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Job Category: IT/Software Development
Reference Code: 379427
Position Type: Full Time, Employee