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.

We are looking for an experienced technical software support representative with an analytical, troubleshooting mindset and excellent customer service skills. This position reports to the Manager, Central Services Support and is responsible for proactive monitoring, configuration, troubleshooting, and problem resolution of pharmacy suite of centrally hosted software and services.

The Central Services Support Analyst will handle technical and customer escalations, assist other team members with application troubleshooting, lead complex and high-profile projects, and generally support our customers in the use of pharmacy products and services.

A successful candidate must be able to work in a fast-paced, help-desk services environment. Candidate must be a self-starter, have excellent problem-solving skills, be able to work in a team environment, and be detail oriented and able to work independently with minimal supervision. You will be working with a wide range of software and software development professionals including Developers, Database Administrators, Quality Assurance Staff, Product Specialists, and all levels of management.

Primary Responsibilities:

• Willing to work in 24/7 Rotational shifts with rotational weekly offs
• Monitor, Investigate, troubleshoot, and resolve application and Data feed issues affecting customers' use of products and services
• Work with engineering teams such as DBA, Dev., and various support teams
• Seek assistance with and escalate issues where necessary
• Share and document knowledge, assist in cross-training staff on areas of specialization
• Effectively prepare for and conduct training sessions
• Be able to work with limited supervision and guidance on standard support tasks
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• Undergraduate degree or equivalent experience
• Skills and Competencies:
  • 3+ years of prior application support experience
  • Knowledge of retail pharmacy terms, procedures and business preferred
  • Basic project management skills
  • Proven excellent customer service skills and attitude
  • Proven ability to troubleshoot technical issues involving software, network, data, and database
  • Proven ability to communicate effectively both orally and in writing
  • Proven ability to quickly adapt to changing priorities
  • Proven ability to work collaboratively as part of a customer support team
  • Proven ability to coach/train team members
• Technical Competencies:
  • Knowledge of Microsoft Windows
  • Knowledge of Dynatrace, Splunk
  • Knowledge of Snaplogic
  • Knowledge of SSH, SFTP
  • Working knowledge of MS Word, Excel, Outlook
  • Basic Unix knowledge
  • Basic knowledge of hardware and networks
  • Basic SQL and database knowledge (Oracle)
  • Familiar with Business Intelligence - Data warehouse - Looker, Snowflake

Preferred Qualification:

• Knowledge of Software / help desk support

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.