UnitedHealth Group / Optum is looking for an ITSM Analyst to support the development, design, implementation, and daily operations of IT Service Management policies, processes, and procedures. In this functional role, you will be responsible for end-to-end ITSM practice activities, including creation, governance, delivery, and continuous improvement.
What You'll Do
- Manage end-to-end execution and delivery of one or more ITSM practices operationally.
- Monitor, report on, and improve day-to-day operations and overall efficiency of IT Service Management.
- Develop and document standardized methods, processes, and procedures for improved service delivery governance, execution, and reporting.
- Leverage ITIL/ITSM best practice principles to drive process improvement activities and apply industry-standard best practices.
- Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery.
- Collect, clarify, and analyze data and business requirements for improvement opportunities.
- Coach, provide feedback, and guide others in executing ITSM policies, processes, and procedures.
- Coordinate and support continuous improvement activities.
- Contribute to the development, modification, documentation, and implementation of policies, processes, and procedures.
- Collaborate on process improvement opportunities and conduct current state analysis to gather business requirements and constraints.
- Analyze and translate business requirements into documentation and conceptual ITSM platform design and development.
- Document ITSM platform enhancement and correction requirements and participate in UAT testing.
- Effectively communicate across company and department boundaries at all levels.
- Effectively facilitate and lead meetings, tailoring messages to the given audience.
- Provide after-hours and/or on-call rotation support when required.
- Adapt quickly to changing conditions, strategies, and organizational goals.
What We're Looking For
- Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent practical experience).
- 8+ years total experience in IT Service Management operations and process execution (Incident/Problem/Change/Request at minimum).
- Hands-on experience executing and improving ITSM processes end‑to‑end, including governance, delivery, reporting, and continuous improvement.
- Experience facilitating cross‑functional meetings and communicating effectively across all levels, from analysts to leadership.
- Demonstrated ability to analyze process data/metrics and drive improvements through trend analysis, root cause analysis, and SLA/OLA performance review.
We foster a culture guided by inclusion, talented peers, comprehensive benefits, and career development opportunities.
