Tech Support 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.

The Service Improvement & Continuous Improvement SME will lead initiatives aimed at enhancing service delivery, operational efficiency, and customer satisfaction. This role is responsible for designing and executing improvement plans using Six Sigma, Lean, and other methodologies, and will serve as a strategic partner to leadership in driving a culture of continuous improvement across the organization.

Primary Responsibilities:

• Develop and implement Service Improvement Plans (SIPs) and Continuous Improvement Plans (CIPs) based on service level reviews and operational assessments
• Lead Six Sigma and Lean projects to identify root causes, reduce waste, and improve quality and performance
• Facilitate Kaizen events, workshops, and training sessions to promote continuous improvement of culture
• Analyze business processes and performance metrics to identify improvement opportunities
• Collaborate with cross-functional teams to implement solutions and monitor outcomes.
• Serve as a coach and mentor for Six Sigma practitioners and operational teams.
• Document improvement efforts, outcomes, and lessons learned for organizational knowledge sharing
• Support strategic planning and capacity alignment efforts, including SME deployment and coaching models
• 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 regard 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

• Bachelor's degree in Business, Engineering, IT, or related field
• Six Sigma certification (Green Belt or higher); Lean certification preferred
• 5+ years of experience in process improvement, service delivery, or operational excellence
• Proven track record of leading successful Six Sigma or Lean projects
• Solid analytical, facilitation, and project management skills
• Proven excellent communication and stakeholder engagement abilities
• Skills & Competencies:
  • Experience in healthcare, managed care, or technical support environments.
  • Experienced in utilizing Kaizen specific tools such as 5 whys analysis, fishbone diagram, PDCA Cycle Templates, Pareto Charts, etc.
  • Solid collaboration, communication and interpersonal skills with the ability to work on a fast paced environment
  • Deep understanding of ITIL framework, ITSM and service management principles.
  • Familiarity with Service Desk or Helpdesk Operations
  • Proven excellent organizational and multitasking abilities, with keen attention to details
  • Willing to work on US Daytime schedule and follow US Flexible Holiday
  • Familiarity with tools like MS Project, SharePoint, and enterprise ticketing systems\
  • Exposure to coaching models and SME deployment strategies as discussed in Operations + Six Sigma Assessment
  • Ability to lead cross-functional teams and influence change across multiple business units