IT Operations Analyst - La Crosse, WI

As a member of the OptumServe IT Operations team, ensure client satisfaction through quality service delivery by anticipating stakeholder needs and proactively coordinating to meet them.

The Systems Management Analyst will coordinate with IT Infrastructure, IT Operations, Business Operations and external clients to measure, report and drive improvement of IT system performance. This position will also coordinate IT Infrastructure Changes and upgrades including scheduling, coordinating and the management of changes for the OptumServe infrastructure across various portfolios. You will perform a critical role in enforcing processes and procedures to ensure quality changes.

Primary Responsibilities:

• Conduct System Management activities with performance reporting to clients including contractual mandated reporting
• Discuss system performance with clients and help drive improvement
• Coordinate system changes including outage coordination and communication
• Establish change windows and facilitate change approvals
• Communicate with stakeholders for approvals of emergency and scheduled changes and downtime
• Analyze changes to ensure they meet the defined acceptance criteria and communicate the changes to respective stakeholders
• Drive process improvements that align with ITIL best practices
• Prepare monthly reports for leadership and clients
• Assist with Infrastructure projects to support their deployments
• Communicate high-priority incident escalations, incident/change summaries
• Facilitate and drive activities that support the ongoing stability and performance of production systems
• Driving ongoing improvement in NPS scores for the organization

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:

• 3+ years of experience in IT field
• 3+ years of experience providing executive status and progress communications to stakeholders
• 1+ years of Project management experience
• Excellent communication (interpersonal, internal and external stakeholders), technical and analysis skills.
• Knowledge of ITIL standards and Change Management best practices
• Knowledgeable in various tools relating to the Management of Incident, Change, Problem, Knowledge Management and reports.
• Experience driving process improvement
• Demonstrated success in leveraging technology to meet business objectives
• Results oriented with a high level of emotional intelligence, strong communication and interpersonal skills, outstanding collaboration, strong influence and consensus building
• Undergraduate degree in computer or business-related field, or equivalent experience
• You will be asked to perform this role in an office setting or other company location
• Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive VoiceResponse (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained

Preferred Qualifications:

• Experience working with government or private-sector Services
• National Career Readiness Certificate
• Experience in the healthcare industry
• Understanding of existing OptumServe technology and business operations
• Prior experience with OptumServe, UnitedHealth Group, UnitedHealthcare and/or Optum

Careers with LHI. Our focus is simple. We're innovators in cost-effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission-driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

?? 2018 OptumCare. All Rights Reserved.

OptumCare is committed to creating an environment where physicians focus on what they do best: care for their patients. To do so, OptumCare provides administrative and business support services to both owned and affiliated medical practices which are part of OptumCare. Each medical practice part and their physician employees have complete authority with regards to all medical decision-making and patient care. OptumCare's support services do not interfere with or control the practice of medicine by the medical practices or any of their physicians.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers 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.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment

Job Keywords: IT, project management, ITIL, change management, process improvement, government, healthcare