1+ months

Technology Support / New Project Releases

Chicago, IL 60602
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This position will serve as a subject matter expert for the New Technologies team, focused on supporting complex and escalated software deployment-related incidents.  Ensure all teams are support ready prior to release (Knowledge, Communications, Training, known issues, etc...)  Being the voice of the customer.  Focused on customer experience from communications to deployment processes.  Drive New Release Problems Issues to resolution with L3/4 teams

Primary Responsibilities:
  • Identify, work and close out milestones assigned to them 
  • Identify and document knowledge articles required for self-support, L1, and L2 teams
  • Develop and manage relationships with support personnel, third and fourth level support teams on all new release projects
  • Test new technologies & provide feedback/findings back to project teams
  • Help define support operation process and procedures for the product and or service being implemented
  • Build training content for the training team for all projects
  • Perform high level training (depends on the scope of the project and the timing)
  • Identify tools and automation that needs to be updating and or created new
  • Monitor incident trends and communicate to IT department
  • Help establish reporting for the product and or service being releases
  • Document lessons learned and keep Knowledge, Processes, Policy up to date
  • Create Problem Incidents and drive them Project team to closure
  • Working tickets when Project releases are slow and or we have high ticket volume
    • Investigate escalated tickets from peers or management to work with user to resolve the issue.
    • Document resolutions in knowledge base.
    • Participate in team projects / initiatives.
    • Perform security restricted or complex processes.
    • Coordinate cross functional resources to resolve problems.
    • Detect and remediate high impact issues / Communicate high impact issue discoveries and solutions.
    • Develop and manage relationships with support personnel and third level support teams.
    • Review tickets for quality issues.
    • Identify opportunities for training and participate in training technicians / mentorship.
    • Review knowledge base and training materials.
    • Monitor work queues for the following, and remediate:
      • Mis-routed tickets.
      • Trending issues.
      • Reopened issues.
      • Multi-hop tickets.
      • Rapid closure incidents (opportunities for automation)
      • Techs with high transfer and return rates or abandon rates.
      • Tickets with high effort; proactively engage.
      • Tickets without knowledge IDs.
      • Tickets returned from 3rd level.
    • Streamline non-technical tasks, identifying process improvements or opportunities for automation.
    • Resume and participate in a regular cross functional SME meeting. 
    • Create central repository for SME findings.
    • Testing new technologies.

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: 2020-09-15 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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Technology Support / New Project Releases

UnitedHealth Group
Chicago, IL 60602

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