Advance health optimization globally as a Tech Support Consultant at Optum. Join a dedicated team focused on transforming the enterprise IT Support ecosystem. You'll drive improvements in employee experience, operational efficiency, and support contact reduction, leading to measurable business outcomes. This role offers a chance to work with talented peers in an inclusive culture, with comprehensive benefits and career development.

Optum is a global leader dedicated to improving health outcomes through technology. We connect individuals with the care, pharmacy benefits, data, and resources they need to live healthier lives. Our mission is to make health systems work better for everyone, ensuring equitable care and addressing health disparities.

Drive continuous service improvement across IT Support by analyzing operations, user journeys, and service performance to identify bottlenecks and opportunities. Lead transformational initiatives to enhance service quality, reduce support contacts, and improve employee experience. Develop and execute improvement roadmaps. Leverage data from IT support platforms to identify trends, root causes, and performance gaps. Convert complex data into actionable insights and build performance dashboards. Define, monitor, and improve key operational KPIs and service metrics, including SLA compliance, FCR, MTTR, and CSAT.

Apply Lean, Six Sigma, and DMAIC methodologies to streamline processes and implement sustainable corrective actions. Identify automation opportunities and drive standardization for operational excellence. Collaborate with IT support, engineering, and product teams to explore workflow automation, self-service capabilities, virtual assistants, and knowledge management improvements. Partner with IT Support leaders, Service Managers, and business stakeholders to communicate recommendations and project outcomes.

A Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field is required. Possess a minimum of 7 years of experience in IT Support, Service Management, Operations Excellence, or Continuous Improvement. Demonstrated experience working with ITSM platforms, specifically ServiceNow, and a strong track record of driving end-to-end improvement initiatives with measurable results. A solid understanding of enterprise IT Support environments, including Voice, Chat, Web Support, L1/L2 Operations, Incident Management, and Major Incident Processes is essential. Proven analytical and problem-solving skills, coupled with excellent communication, presentation, and stakeholder management abilities, are critical for success in this role.