Senior Technical Support Analyst

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Utilize internet service provider online systems to process orders, check status and obtain accurate service order completions
• Utilize provisioning, ordering and inventory software or systems to monitor order progress with the underlying service provider
• Review/Analyze incidents or requests obtained from TSC, RCO, and 3rd party service providers (ISPs, Telco Carriers etc.)
• Manage the incidents/tickets in the queue via ServiceNow and/or other ticketing applications
• Analyze/identify the nature and impact of the problem/issue. Identify appropriate resources to address the problem/issue
• Escalate problems/issues to internal subject matter experts (Senior Support/Provisioning Analyst) or vendor, as appropriate
• Ensure that escalated incidents are documented, resolved and closed as needed
• Review and audit telecom billing transactions to ensure proper and accurate billing to the organization
• Identify opportunities for continuous process improvement
• Work closely with vendors (internet service providers) to meet customer needs
• Manage projects/initiatives as assigned by management
• Monitors compliance and quality work product
• 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 an IT related course or equivalent experience
• 5+ years of layer 1 and/or 2 technical support experience
• Familiarity in using ITSM tools such as ServiceNow, Zendesk, etc.
• Intermediate - Advanced skills in MS applications (Word, Excel, PowerPoint)
• Proven critical thinking skills
• Proven solid customer service orientation
• Proven excellent organizational skills
• Demonstrated solid analytical skills
• Demonstrated ability to work independently

• ITIL training/certification
• Internet/Network connectivity training/certification
• Experience working with internet providers