1+ months

Senior Problem Management Analyst - Eden Prairie, MN

Eden Prairie, MN 55344
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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 IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 250,000 domestic and international employees while operating 24x7 year-round, including all holidays.  While taking in excess of 185,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues.  Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.


We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work. ITSD's mission is to be the face of IT; a central point of contact for UnitedHealth Group businesses that provides high quality, innovative and cost-effective technical support.


The Sr, Problem Management Analyst will be critical to running Problem Management analysis across the UHG IT Service Desk Organization. We receive ~ 200K contacts and the ideal candidate is expected to run predictive problem management across all contacts and products.


Primary Responsibilities:

  • Influence across the organization; ensuring problems are identified, reviewed and resolved promptly and effectively
  • Proactively analyze recurring incidents for areas of improvement and collaborate with key technical and operational partners to develop a plan to implement resolutions as appropriate
  • Track, report and escalate recurring Problem trends to quantify end-user impact, gain visibility, and create attention to implement resolutions
  • Perform proactive activities designed to promote a trouble-free production environment
  • Facilitate a process that ensures root cause analysis is performed and permanent solutions are implemented in a timely and comprehensive fashion
  • Establish and maintain operational processes and procedures which can be clearly documented and maintained
  • Responsible for establishing and maintaining the Known Error Database (KEDB)

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.

Posted: 2020-09-16 Expires: 2020-11-15

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Senior Problem Management Analyst - Eden Prairie, MN

UnitedHealth Group
Eden Prairie, MN 55344

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