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ITSM Process Manager - Event Management

Company: UnitedHealth Group
Location: Colorado Springs
Posted on: June 19, 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)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
  • Accountable for day-to-day process management activities, ensuring appropriate resources are engaged and communication provided to all levels of the organization
  • Regularly review and update policies, processes, and procedures to align with business needs, ensuring all revisions are communicated and deployed, including requisite training of all impacted parties and stakeholders
  • Function as the primary point of escalation for day-to-day process operations as needed
  • Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review metrics, and initiate actions required based on data analysis
  • Create and maintain process performance dashboards and report on status, challenges, and opportunities to IT Leadership
  • Audit records for process compliance and initiate actions for improvement
  • Drive process improvement opportunities based on ITIL/ITSM best practices and conduct current state analysis to gather business requirements and constraints
  • Gather, analyze, and translate business requirements into documentation and conceptual ITSM platform design and development
  • Document ITSM platform enhancement requirements, participate in module design, UAT testing, and conduct user training
  • Ensure efficient and effective integration between assigned process and related ITSM process areas
  • Participate in strategic meetings with adept ability to question/challenge existing assumptions
  • Effectively drive and lead meetings, tailoring messages to the given audience
  • Effectively communicate across company and department boundaries at all levels, including senior leadership
  • Coach process practitioners and managers on ITIL and IT Support Service best practices principles to achieve defined CSFs and KPIs
  • Adapt quickly to changing conditions, strategies, and organizational goals
  • Other related ITSM duties as assigned What are the reasons to consider working for UnitedHealth Group? - - Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. -Some of our offerings include:
    • Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
    • Medical Plan options along with participation in a Health Spending Account or a Health Saving account
    • Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
    • 401(k) Savings Plan, Employee Stock Purchase Plan
    • Education Reimbursement
    • Employee Discounts
    • Employee Assistance Program
    • Employee Referral Bonus Program
    • Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
    • More information can be downloaded at: - 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:
      • Bachelor's Degree or 4+ years equivalent ITSM Process/Operations experience
      • 3+ years' experience working with ITSM processes or equivalent
      • 3+ experience working in service operations and technology disciplines
      • 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' experience in Event Management, Incident and/or Operations
        • 5+ years' working in a collaborative, team-based environment
        • 3+ years' experience documenting polices, processes, and procedures to support ITSM practices
        • Demonstrated commitment to continual learning of industry best practices and standards Technical 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 To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employmentTechnology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place 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 $66,100 to $118,300. The salary range for Connecticut / Nevada residents is $72,800 to $129,900. 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: Optum, UnitedHealth, ITSM, Service Management, Service Transition, Service Operations, ITIL, Incident Management, Hiring Immediately, Remote, Telecommute, WAH, WFH, #RPO, #GREEN

Keywords: UnitedHealth Group, Colorado Springs , ITSM Process Manager - Event Management, Executive , Colorado Springs, Colorado

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