POSITION DESCRIPTION Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get - Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing YOUR LIFE'S BEST WORK. (SM) Our experienced technology professionals offer deep technical experience in their area of focus and are committed to delivering efficient and effective solutions to our Clients. By combining our technical capabilities with our industry experiences, we create unmatched market offerings to solve our clients' business issues. Additionally, we have long-term partnerships with many of the world's leading technology companies, allowing us to understand solution alternatives and recommend and support the most appropriate solution for our clients. By leveraging these elements, we are able to help our clients convert leading edge ideas into tangible results. PRIMARY RESPONSIBILITIES:

• Forecasts future application/system capacity needs by leveraging business plans and historical trends and advanced reporting
• Reviews trends with business/application owners to develop strategic recommendations that include a cost/benefit analysis
• Leads development and modification of procedures within ServiceNow
• ServiceNow configuration and administration
• Develops and modifies procedures; ensures availability improvements
• Reviews trends with the monitoring solutions to develop strategic recommendations that may include a cost/benefit analysis
• Coordinates the team and identifies the path, keeping everyone engaged until resolution is reached
• Provides adequate frequency of status updates to relevant stakeholders and ensures appropriate level of understanding of status and criticality
• Deploys strategies to maximize uptime and minimize downtime
• Allocates resources ensuring the right people are assigned to the right activities
• Coordinates the team and identifies the path, keeping everyone engaged until resolution is reached
• Develops and implements preventative measures to ensure problems don't happen again
• Allocates resources ensuring the right people are assigned to the right activities
• Develops and shares post-mortem reports to relevant stakeholders including root-cause analysis and results to ensures appropriate level of understanding of criticality
• Coordinates the team and identifies the path, keeping everyone engaged until resolution is reached
• Allocates resources ensuring the right people are assigned to the right activities
• Assesses the impacts to the business including criticality, blast radius and risks
• Champions compliance with security standards and regulations
• Pro-actively identifies and addresses security gaps in solution design and delivery
• Researches security trends and emerging threats and incorporates into design and build of solutions or development of policies, procedures and protocols
• Demonstrates application of security controls within and outside of own domain
• Draws correlations from non-standard data sets and uses broader inferences to drive business value
• Holds team and self-responsible for maintaining the highest possible performance standards and meeting agreed upon commitments even under difficult circumstances
• Drives tasks to resolution and ensures seamless hand-offs when required
• Drives team to identify and analyze options based on desired outcomes and pushes for decisions
• Develops troubleshooting guides and Standard Operating Procedures
• Anticipating and solving problems
• Considers feasibility in development of solution and downstream implications
• Leads quality improvement processes
• Drives a quality culture by example, encouraging quality practices in others
• Initiates and implements strategies to embed quality practices in culture

REQUIRED QUALIFICATIONS:

• Undergraduate degree or equivalent work experience
• 5+ years of relevant ITSM experience
• Experience with administrating ServiceNow
• Strong analytic and problem solving experience
• Ability to prioritize and balance multiple priorities and projects
• Proficiency with MS Project, Word, Excel, and Visio
• Ability to travel up to 40%

PREFERRED QUALIFICATIONS:

• Experience in a customer facing role
• Health care industry experience
• ServiceNow Certified Administrator
• ITIL Foundation certification

CAREERS WITH OPTUM. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world?s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do YOUR LIFE'S BEST WORK.(SM) Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Job Keywords: ServiceNow, ITIL, ITSM, Minneapolis, MN, Minnesota Job Details

• CONTEST NUMBER 836394
• JOB TITLE ServiceNow & ITSM SME - Minneapolis, MN
• JOB FAMILY Technology
• BUSINESS SEGMENT OptumInsight

Job Location Information

• Minneapolis, MN United States North America

Additional Job Detail Information

• EMPLOYEE STATUS Regular
• SCHEDULE Full-time
• JOB LEVEL Individual Contributor
• SHIFT Day Job
• TRAVEL No
• TELECOMMUTER POSITION No
• OVERTIME STATUS Exempt

A Fortune 6 company, we're focused on helping people live healthier lives while making the health system work better for everyone. Here, we seek to empower people with the information, guidance and tools to make personal health choices. We work harder and we aim higher. We expect more from ourselves and each other. And, at the end of the day, we’re doing a lot of good for more than 142 million people worldwide.