Senior Technical Support Analyst

Caring. Connecting. Growing Together.

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.

Primary Responsibilities:

1. Provides advanced technical support to the enterprise, third-party vendors, patients, and clients through various support channels: email, chat, self-service, inbound/outbound calls
2. Knowledge management process (authors, updates, create new knowledge articles)
3. Creates ITSD Communication, roadshows
4. Conducts root cause analysis on recurring issues
5. Uses pertinent data and facts to identify and solve a range of problems within area of expertise
6. Investigate non-standard requests and problems in collaboration with support groups
7. Prioritizes and organizes own work to meet deadlines
8. Provides explanations and information to others on topics within area of expertise
9. Conducts root cause analysis, recommendations, solutions based on incident data trends
10. Review, update, & create knowledge to assist users and other technicians to resolve issues
11. Troubleshoot corporate applications such as but not limited to MS Office Suite, Enterprise supported browsers, Java Plug-ins etc. assign issues to the appropriate support group as needed
12. Proficiently manage the resolution of technical engagements; balancing customer service, providing support, and issue resolutions
13. Effectively translate complex, technical concepts into consumable language to assist users of varied technical abilities
14. Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
15. Thoroughly track all interactions with customers in an incident management tracking tool
16. Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
17. Escalate high priority, high impact issues to appropriate internal support teams
18. Meet or exceed operational targets such as but not limited to: ticket and contact quality, first call resolution, schedule adherence, and call handle time
19. Provides back-up assistance for front line support when needed
20. Uses existing procedures and facts to solve routine problems or conduct routine analyses
21. Performs incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution
22. Data center construction, operations, and maintenance by properly documenting troubleshooting performed, resolution provided, and all pertinent information necessary to improve the service are recorded in a timely manner
23. Understand technology functionalities, standard operating procedures, common issues, and solutions
24. Maintain up-to-date knowledge about deployed technology trends and how they affect the business
25. Act as a mentor/coach of Technical Support Analyst team members
26. Practice process gap analysis and recommend continuous service improvements
27. Promotes healthy working environment by exercising healthy working relationship with peers, leaders, counterparts
28. 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:

• Undergraduate degree or equivalent experience
• 3+ years of hands-on experience as a level 2 or SME/Coach, ServiceNow SME, Tech Writer in a ServiceDesk environment
• Extensive experience with Operating Systems support including but not limited to Macintosh and/or Windows Environment, and O365 Applications
• 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)
• Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
• 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
• Ability to report onsite as needed

Preferred Qualifications:

• Healthcare background
• Knowledgeable with Healthcare applications/tools