Senior ITSM Process Analyst, DR Specialist

Company: UnitedHealth Group
Location: San Antonio
Posted on: June 26, 2022

Job Description:

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) Primary Responsibilities:

• Disaster Recovery Specialist to assist with DR Program governance responsible for the day-to-day operational management of OCII disaster recovery program
• Partnering with app/infra teams to ensure DR preparedness for Business and Mission Critical applications and infrastructures
• 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
• Leverage strong personal 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 delivery Job Duties:
  • Oversee and execute day-to-day process activities, Coordinate Major Incident activities, and support on-call rotation
  • Perform periodic audits of records for process compliance and report on results
  • Provide after-hours and/or on-call rotation support when required
  • Identify and report on service delivery metrics, including CSFs, KPIs, and SLAs
  • Partner with the Process Owner and Manager to develop ITSM frameworks that support IT and business alignment
  • Define, document, and implement policies, processes, and procedures to improve end-to-end service delivery and operations
  • 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 requirements, participate in module design, UAT testing, and user training
  • Work closely with IT teams on identifying and implementing continuous service improvement initiatives
  • Participate in strategic meetings with adept ability to question/challenge existing assumptions
  • Effectively drive and lead meetings, tailoring messages to the given audience
  • Effectively communicate across company and department boundaries at all levels, including senior leadership
  • Adapt quickly to changing conditions, strategies, and organizational goals
  • 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: - 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:
      • Bachelor's degree or 4+ years equivalent ITSM Process experience
      • 3+ years' experience working with ITSM processes or equivalent
      • 3+ years' experience working in service operations and technology disciplines
      • Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Visio, Microsoft Teams, etc.) Preferred Qualifications:
        • ITIL Foundations Certification or equivalent
        • Business Continuity (BCP), Data Management System protections and recovery
        • 5+ years' experience in Major Incident, Disaster Recovery programs and/or Operations
        • 5+ years' working in a collaborative, team-based environment
        • 3+ years' experience documenting polices, processes, and procedures to support ITSM practices
        • Demonstrated commitment to continual learning of industry best practices and standards Technical Skills:
          • Demonstrated experience developing and/or improving processes to improve efficiency
          • Skilled knowledge of ITSM processes
          • Experienced in ITSM best practice and process tools
          • Functional knowledge and understanding of IT best practices and development methodologies Knowledge & Skills:
            • Strong interpersonal skills and team orientation
            • Adept critical thinking and active listening skills
            • Innovative decision making/problem solving capabilities
            • Excellent 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. Colorado, Connecticut or Nevada Residents Only: -The salary range for Colorado residents is $31.78 to $56.88. The salary range for Connecticut / Nevada residents is $35.00 to $62.45. 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, ITSM, Process Management, Incident Management, Service Operations, Major Incident, Data Management, Disaster Recovery, BCP, Hiring Immediately, Telecommute, Remote, WAH, WFH, #RPO, #GREEN -

Keywords: UnitedHealth Group, San Antonio , Senior ITSM Process Analyst, DR Specialist, Professions , San Antonio, Texas