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ITSM Process Manager, Service Request Management - Remote

Company: UnitedHealth Group
Location: Colorado Springs
Posted on: January 15, 2022

Job Description:

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 ITSM Process Manager, Service Request Management is responsible for governing, monitoring, measuring, and continually improving the Service Request and Service Catalog processes. The ITSM Process Manager engages with IT and business stakeholders to identify requirements for strategic alignment and the effective execution of ITSM processes. This functional role ensures efficient operations by collaborating with service and process owners and with managers assisting resources assigned to processes. The ITSM Process Manager is responsible for monitoring and reporting the process performance and identifying opportunities for continuous improvement and training activities.Primary Responsibilities:

  • Administer one or more ITSM processes as an IT Service, ensuring all aspects are fit for purpose and use.
  • Monitor, report on, and improve organizational compliance with governing policies and processes.
  • Oversee the process maturity roadmap in alignment with ITIL/ITSM best practices, organizational policies, regulatory requirements, and business need.
  • Build and leverage strong relationships to achieve shared objectives, influence others to act, and gain insights into customer and business pain points, challenges, and requirements.
  • Provide best practice guidance to all teams around effective use and management of process to support patient care
  • Assist other IT Service Management teams when necessary to support resource capacity and IT service delivery.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 Experience/Qualifications:
    • Bachelor's degree or 4 years + equivalent experience
    • 3+ years ' experience designing and implementing ITSM processes or equivalent
    • 3+ experience working in technology discipline
    • Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Visio, Microsoft Teams, etc). Preferred Qualifications:
      • ITIL Foundations Certification or equivalent
      • 5+ years ' experience in Service Transition and/or Operations
      • 5+ years ' working in a collaborative, team-based environment
      • 3+ years ' experience with Service Request and Service Catalog Management
      • 3+ years ' experience documenting polices, processes, and procedures to govern ITSM practices
      • 3+ years ' experience with strategic enterprise process alignment
      • Demonstrated commitment to continual learning of industry best practices and standardsTechnical Skills:
        • Demonstrated experience developing and/or improving processes to improve efficiency
        • Skilled knowledge of ITSM processes
        • Experienced in ITSM best practice and process tools
        • Functional knowledge and understanding of IT best practices and development methodologies.Knowledge & Skills
          • Strong interpersonal skills and team orientation
          • Adept critical thinking and active listening skills
          • Innovative decision making/problem solving capabilities
          • Excellent written and verbal communication skills -UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. -Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) -*All Telecommuters will be required to adhere to UnitedHealth Group 's Telecommuter Policy. -Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $64,800 to $116,000. The salary range for Connecticut / Nevada residents is $71,400 to $127,400. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers 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 UnitedHealth Group, you 'll find a far-reaching choice of benefits and incentives -Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer 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.UnitedHealth Group -is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. -Keywords: IT, ITSM, Process Manager, Service Request Management, ITIL, Optum, UnitedHealth, WAH, WFH, Telecommute, Remote, Hiring Immediately, #RPO

Keywords: UnitedHealth Group, Colorado Springs , ITSM Process Manager, Service Request Management - Remote, Executive , Colorado Springs, Colorado

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