UnitedHealth Group - Lead Business Analyst - ITIL - Command Centre

Discipline - Business Operations

Industry - Business Process & TQM

Job Description : As an ITIL Consultant, you would support ITIL/ITSM, ISO 20000 implementation and assessment for the internal and external customer. As part of you role you would be conducting GAP analysis, recommending solution to fill the gaps and improvements.

Key Responsibility :

- Work with customer teams to plan and implement organizational strategy across all areas of the services including ITIL Based - incident & problem management, change & release management, service level management, continual service improvement and internal user satisfaction

- Play the key role in collaborating with other IT & Business teams in ensuring the highest level of operational service delivery, CSAT and meeting Business Goals.

- Coordinates and manages the Incident and Problem Management process activities across the various IT functions within the organization. Drive the proper conducting of root cause analysis and post-mortems for all problems and critical incidents to identify cause and assign remediation actions.

- Successful service delivery - SLA achievement and high level of customer satisfaction. Monitoring overall performance of services. Building service reports for Service reporting and sponsoring service delivery meetings

- Acts as a focal point for all escalation and communication activities to ensure service recovery in a timely manner. Highlight and Escalates risks and issues to management

- Building a collaborative relationship with internal stakeholders, business management, and IT management

No. of Openings : 1

Qualification : Requirements :

- Bachelor's degree or higher level of education or equivalent experience

- 7+ years of ITIL /ITSM, ISO 20000 implementation and Auditing experience in IT organization.

- Certified ITIL V3 practice/Foundation ; ISO 20000 LA

- Excellent communication skills both verbally and written.

- Good presentation skills particularly ability to present technology elements in a manner Personnel can follow and act.

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