Senior Tech Support Analyst - Telecommute

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Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

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)

We're searching for a Senior Technical Support Analyst to act as a Technical Expert across a full portfolio of products. They will be responsible for working with other team members to drive application stability, performance, and uptime expectations. They will be essential in defining and building standard performance, monitoring solutions to view application health and will be responsible for identifying how these dashboards can be used, to complement our existing tools, to assist support teams with determining when issues are occurring and providing a means to identify where an issue may exist within the system. Additionally, they will be required to handle escalated client issues due to client environment, network, or application errors. This position requires good communication skills and the ability to direct collaborative efforts to ensure timely and complete issue resolution.

You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:
  • Act as Product and Infrastructure Technical Expert within the Critical Services Squad
  • Develop a deep, technical knowledge of products and infrastructures
  • Assist with monitoring and alerting efforts to define standard performance dashboards
  • Provide guidance on how to leverage monitoring tools to assist with issue troubleshooting
  • Coordinate with multiple product teams to resolve critical incidents and product escalations
  • Work with clients to troubleshoot and resolve escalated application issues within their networks
  • Manage additional projects to implement standards, improve products and refine support processes
  • Coordinate cross functional resources and collaborate with peers to resolve problems
  • Develop proficiency with the software and hardware used and supported by 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:
  • Bachelor's degree in related field - OR - equivalent professional experiences
  • 5+ years of troubleshooting technical environments and providing problem analysis
  • 3+ years of experience managing projects and coordinating cross team collaborations
  • Demonstrated solid analytic, quantitative, and problem-solving skills

Preferred Qualifications:
  • Proficiency with MS Office (Including Word, Excel, Outlook, PowerPoint, Access)
  • Self-motivated and able to work with little direct supervision and drive results with disciplined follow-though
  • Experience working with cloud technology
  • Experience with complex application architectures
  • Understanding of network routing, protocols, and appliances
  • Understanding of virtual environments
  • Experience troubleshooting full stack application issues
  • Experience with Splunk suite of products including SplunkOnCall and SignalFx
  • Experience with developing performance observability dashboards
  • Ability to achieve goals in an ambiguous and matrixed environment
  • Ability to work collaboratively and influence others

Technology 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)

Colorado Residents Only: The salary range for Colorado residents is $79,700 to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

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.

Job Keywords: Technology, technical, project management, application architectures, Splunk, SplunkOnCall, SignalFx, healthcare, Telecommute, Telecommuter, Telecommuting, Work at Home, Work from Home, Remote