Systems Management Consultant

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:

• Provide technical support for applications, including troubleshooting and resolving user issues - specific interest with M365 Apps for Enterprise, Adobe Digital Media Applications and Emulation Applications
• Product Lifecycle Management and Support for desktop applications - maintains version control within the environment and knowledge of the lifecycle information for product roadmaps
• Utilize ServiceNow to resolve support incidents, service request and deploy configuration changes as required
• Assist in the installation, configuration, and maintenance of desktop applications
• Create and update documentation, including user guides and troubleshooting manuals
• Work with vendors to know and understand lifecycle information
• Provide consultative services to end-users regarding product availability, use, cost, and roadmap
• Monitor application performance and suggest improvements to enhance user experience
• Stay updated with the latest software updates and industry trends
• 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

• Undergraduate degree or equivalent IT experience (5+ years minimum)
• Experience in a technical support role, preferably with desktop applications
• In-depth understanding of the Windows registry and application installation/configuration
• Solid knowledge of operating systems (Windows, macOS) and desktop application environments
• Proven solid analytical and problem-solving skills
• Proven excellent communication and interpersonal skills
• AI User skills

• Leverage AI tooling for research and analysis
• Uses AI to streamline daily workflows and processes

• Certification in relevant technologies or methodologies (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL)
• Experience with creation of Test Plan/Test Cases
• Experience with remote desktop support tools and software
• Familiarity with scripting languages such as PowerShell
• Knowledge of network protocols and troubleshooting
• Knowledge/support experience with emulators (IBM Personal Communications and Rocket Software Reflection Desktop)
• Proficient with the Microsoft Office Suite and other M365 Applications