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Job Details

UnitedHealth Group

ITSM Process Analyst, Service Catalog (15723514)




Full Time


Colorado Springs, Colorado, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

The ITSM Process Analyst, Service Catalog supports the implementation and day-to-day operations of Service Catalog processes, and procedures. The ITSM Process Analyst, Service Catalog operationally supports processes and procedures, working with the Service Catalog Manager, practitioners and users to identify improvements. This functional role is responsible for ITSM process service delivery, operation, and continuous improvement activities.

Primary Responsibilities:

  • Support operational delivery of Service Catalog Items in alignment with ITIL/ITSM best practice and business needs

  • Collect, interpret, and prepare data from various sources and tools to identify trends and forecasting

  • Support the development, documentation, and adoption of procedures and work instructions for improved process governance, execution and reporting

  • Leverage ITIL/ITSM best practice principles to facilitate process improvement activities and apply industry-standard best practices

  • Forge strong relationships for improved collaboration to provide innovative solutions and the best ITSM framework

  • Assist other IT Service Management teams when necessary to support resource capacity and IT service deliver

Job Duties:

  • Execute day-to-day process activities

  • Collect, clarify, and document business requirements for request fulfillment activities

  • Use standardized tools and processes to build and modify Service Catalog Offerings

  • Perform periodic audits of records for process compliance and process excellence

  • Monitor and report on process compliance across the organization

  • Create, maintain, and reconcile ITSM process data

  • Contribute to the documentation and implementation of policies, processes, and procedures

  • Author and peer-review user guides, templates, job aids, and Knowledgebase articles

  • Conduct ITSM platform demonstrations and process overviews

  • Document ITSM platform enhancement and correction requirements and participate in UAT testing

  • Coordinate and support continuous improvement activities

  • Effectively facilitate and lead meetings, tailoring messages to the given audience

  • Effectively communicate across company and department boundaries at all levels

  • Other related ITSM duties as assigned

What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:

  • Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays

  • Medical Plan options along with participation in a Health Spending Account or a Health Saving account

  • Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage

  • 401(k) Savings Plan, Employee Stock Purchase Plan

  • Education Reimbursement

  • Employee Discounts

  • Employee Assistance Program

  • Employee Referral Bonus Program

  • Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

  • More information can be downloaded at: [Register to View]

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:

  • Associate's Degree or 2+ years equivalent process analyst experience

  • 1+ years of experience working with ITSM processes or equivalent

  • 1+ years working in a technology discipline

  • Proficient with Microsoft Office applications (Excel, PowerPoint, Word, Visio, Microsoft Teams, etc.)

Preferred Qualifications:

  • ITIL Foundations Certification or equivalent

  • 2+ years’ experience in Service Transition and/or Operations

  • 2+ years’ working in a collaborative, team-based environment

  • 1+ years gathering and documenting business requirements for process workflows or equivalent

  • Functional knowledge of ServiceNow and the Catalog Builder and Flow Designer features

  • Demonstrated commitment to continual learning

Technical Skills:

  • Demonstrated experience of using technology to improve efficiency

  • Functional knowledge of ITSM tools and managing IT as a set of services

  • Competent understanding of ITIL and ITSM processes

  • Experience/understanding of IT best practices and process tools

Knowledge & Skills

  • Essential interpersonal skills and team orientation

  • Good critical thinking and active listening skills

  • Sound decision making/problem-solving capabilities

  • Effective written and verbal communication skills

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

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

For more information on our Internal Job Posting Policy, [Register to View] .

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $26.15 to $46.63. The salary range for Connecticut / Nevada residents is $28.85 to $51.30. 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

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: Optum, UnitedHealth, Process Analyst, ITSM, ITIL, Service Transition, Hiring Immediately, Telecommute, Remote, WAH, WFH, #RPO, #GREEN