Senior Technical Support Analyst

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
• Learns about technology deployments and how they fit within business model/strategy
• Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
• Shows an interest in learning more advanced aspects of the functional skills
• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
• Learns about technology deployments and how they fit within business model/strategy
• Translates technical terms and concepts to non-technical users
• Shows an interest in learning more advanced aspects of the functional skills
• Can apply functional knowledge and skills to tasks and problems
• Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance
• Demonstrates a mindset of career-long continuous learning, improvement, and growth
• Seeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve support
• Volunteers for and seeks out opportunities to learn and support new technologies
• Positions self to take the lead on initiatives
• Assesses team resource needs and adapts based on desired outcomes
• Recommends new technologies or modifications that improve business outcomes
• Communicates effectively has the industry knowledge needed to accomplish objectives
• Provides team development support and builds capacity to achieve goals and mentor talent
• 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

• College graduate of any course but preferably tech related courses
• 3+ years of experience in a Customer Service Support or IT Service Desk environment
• Experience identifying and executing automation and process improvement initiatives to improve efficiencies
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems
• ITSM experience or familiarity

• Subject Matter Expert role experience
• Data analysis and reporting experience
• Good understanding of the organization's goals and objectives
• Healthcare background
• Proven solid interpersonal, written, and oral communication skills
• Proven ability to conduct research into security issues and products as required
• Proven ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
• Proven ability to present ideas in a friendly manner
• Proven solid stakeholder service orientation

UnitedHealth Group