Description

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. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Design, develop, configure, and customize ServiceNow modules including Incident, Problem, Change, Asset Management, Service Catalog, and ITBM applications (Ideation, Demand, PPM, Resource Management)
• Administer and maintain multi-domain ServiceNow instances, ensuring version standardization, upgrades, and sustainable platform enhancements
• Implement and optimize CMDB/CSDM frameworks and Asset Management processes to maintain data integrity and compliance. Collaborate with internal stakeholders to scope, design, and deliver workflows aligned with ITIL best practices and business requirements
• Facilitate Change Advisory Board (CAB) meetings, manage and audit Change tickets for adherence to Develop and analyze reports, dashboards, and performance metrics to support decision-making and SLA compliance
• Maintain comprehensive testing protocols, for instance upgrades and certify applications post-upgrade
• Provide end-user support, resolve incidents and RITM requests within SLA, and create reusable templates for operational efficiency
• Prepare and maintain system design documentation, operational procedures, and knowledge articles
• Drive ITBM configuration and administration, including migration, customization, and integration with other enterprise systems
• Ensure adherence to Agile methodologies for development and delivery across multiple engagements
• Build and maintain strong client relationships, prioritizing tasks across multiple projects in a self-directed capacity
• 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
• Service Now Admin certifications
• ServiceNow System Administrator and ServiceNow Developer certifications
• 7+ years of experience in Service Management with 8+ years overall IT experience, including hands-on ServiceNow development and administration
• Experience with multi-domain and standalone ServiceNow instances, including upgrades, migrations, and version standardization
• Expertise in ServiceNow core modules (Incident, Problem, Change, Asset, Service Catalog) and ITBM applications
• Solid working knowledge of CMDB/CSDM frameworks, Asset Management, and workflow automation
• Proficiency in data analysis, dashboard/report development, and performance monitoring
• Familiarity with Agile development practices and ITIL-based processes
• Proven excellent oral and written communication skills with ability to interact effectively with technical and business stakeholders
• Proven problem-solving skills, ability to interpret business requirements and deliver sustainable solutions
• Proven to be highly organized, self-starter with ability to work remotely across multiple engagements and prioritize competing demands

Preferred Qualification:

• Service Now Developer certifications

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.