You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:- Identify factors preventing incident or task closure and proactively investigate blockers
- Communicate directly within incidents or tasks assignees to identify blockers and support resolution when updates have not occurred within 24 hours
- Escalate unresolved or unacknowledged issues to the assignee's manager when delays persist over multiple days
- Prioritize review of the oldest incidents unless superseded by executive or leadership escalation
- Review associated tasks to determine dependencies or issues impacting incident resolution
- Maintains detailed and accurate records in workload management and administrative applications
- Assist management in identifying opportunities for process improvement within the department
- Demonstrate excellent time management skills and the ability to prioritize work in a highly dynamic environment
- Perform other duties and responsibilities as required, assigned, or requested for the needs of the business
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 2+ years of technical support experience working with ServiceNow or other ITSM ticketing tools
- 2+ years of experience working with identity access management systems
- 2+ years of experience with monitoring tools such as Splunk, Dynatrace, Datadog, Grafana, Adobe Analytics or similar
- 1+ years of experience with Cloud environments, preferably AWS
Preferred Qualifications:- Bachelor's Degree with concentration of technology, computer sciences or similar field OR equivalent experience in a Healthcare domain background
- Proven solid troubleshooting skills
- Clear, concise written communication for executive and operational audiences
- Proven proficiency with Office365 Suite
- Comfort with public escalation and cross-team accountability
- Use of AI Tools (CoPilot 365, Claude, etc.)
- Experience supporting 99.99% availability against critical applications in production
- Experience with On-Call support and War Room procedures.
- Effective communication skills to both technical and non-technical audiences
- Proven self-starter and self-managed, with eagerness to learn new technologies
- Experience producing operational and executive reporting decks
- Establishes productive working relationships with cross-enterprise stakeholders
- Familiarity with executive-level escalation processes
- Demonstrates responsiveness to change and a tenacity to deliver cross-enterprise value
- Experience working with PHI, privacy incidents or regulated data environments
- Adheres to deadlines and SLAs
Soft Skills:- Ability to communicate effectively with other engineers and all stakeholders internally and externally.
- Solid analytical, problem solving and troubleshooting abilities
- High attention to detail in compliance, privacy, and regulatory matters
- Strong collaboration skills across Privacy, Risk, and Operations teams
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
#RPO #GREEN
