Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

　　Primary Responsibilities:

　　Consulting, Delivery, and Implementation of ITIL Process (Demand management, Project portfolio management, Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Request Management) Assessment, Design and Implementation of processes, Gap Analysis, and recommendation for process improvements Provides subject matter expertise to process Owners and process working group members on ITIL V4 and Service management Gathers requirements on ITIL V4 aligned service management processes Process flows and process assets and facilitating process definition Finalizes service management process architecture and process assets Create, update Training material for various ITIL processes and conduct process trainings Regularly review and update Processes, Procedures and other standard work and ensure appropriately deployed, to include requisite training of all impacted parties and stakeholders Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Knowledge, Change, Configuration Management, etc.) Work closely with customers to research, design, develop and deliver innovative solutions to improve their business processes Drive integration of ticketing tool to Other Tools/Applications and process automation in partnership with Service Delivery Managers Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process Timely analysis of data and sharing gaps and improvement opportunities Facilitate implementation and analysis of metrics/Key Performance Indicators at various levels based on ITSM goals and client's expectations Participate in Major Incident postmortem reviews/ RCAs to identify opportunities of process improvements Ontime escalating issues related to respective process /work stream to the service manager and stream owner Regular Governance and cadence process/mechanism to ensure institutionalization of processes Facilitate Continuous Process Improvement by measuring quality and effectiveness of various processes performed across functions and identify opportunities for Process Standardization and automation opportunities using Lean and Six Sigma methodologies Promote and develop the culture of collaboration, accountability and quality Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

　　Required Qualifications:

　　ITIL V4 Certification Project Management methodology like PRINCE2, Agile, and Lean, Six Sigma etc 7+ years of total experience with solid exposure to ITIL / ITSM process assessment, definition, training, and implementation Hands on experience in ticketing tools like ServiceNow, ServicePRO Experience/Knowledge with Agile and DevOps principles Expertise in client and stakeholder management Expertise in assessing and analyzing the current IT environment and defining processes at organization level in line with ITIL standard Demonstrated ability to work with cross functional teams Proven solid analytical, problem solving, leadership, negotiation, and liaising skills

　　Preferred Qualification:

　　Certification like PRINCE2, Agile, and Lean, Six Sigma etc

　　At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.