UnitedHealth Group - Service Management Analyst

Service Management Analyst

Discipline : Business Operations

Industry : Business Process & TQM

Job Description - Overview :

To be able to drive and implement planned initiatives around IT Service Management, IT Quality, and Continuous Improvements based on IT best practices such as ITIL, CMMi, and Six Sigma across the IT Operations and IT Infrastructure teams.

No. of Openings: 3 (Three)

Job Location(s): Hyderabad and Noida

Key Responsibility Areas :

High level KRAs which include but are not limited to Individual Contributor (IC) role for Continuous improvement projects within a Quality team.

- Work closely with IT Operation teams to drive the continuous improvement initiatives planned/aligned to the Analyst.

- Perform a Gap Analysis by reviewing existing process flows, standard operating procedures and policies.

- Design Process flows, SOPs, SLAs and all process related activities.

- Identify improvement opportunity in terms of Service Delivery/Operations processes and procedures.

- Audit Process Compliance against the processes defined at Enterprise Level and provides Compliance results.

- Initiate and identify improvement projects to enhance the process maturity across technology teams

- Work closely with other Analyst across the Quality team and Black Belts as required to drive operational excellence.

- Effectively and efficiently drive Continuous Improvements projects, initiatives across the delivery teams at all levels.

- Implement and drive IT Risk Management framework across delivery teams.

- Any other quality projects assigned by Line Manager.

Qualification - Required Qualifications/Skills :

- Bachelor Degree in Engineering/ graduate/post-graduate with an overall experience of 5 to 7 years in the IT Industry.

- Prior experience of working with Incident, Problem, Change, Configuration, Capacity management/ITIL processes.

- Prior experience of working in Quality function or Consulting is an added advantage.

- Should be able to design process flows, Operating Procedures, SLAs etc.

- Broad understanding of Enterprise Computing such as Datacenter, Storage, Backup, Network, voice, security etc.

- Working knowledge of Service Management tools such as ServiceNow, HPSM, and Remedy etc.

- Understanding of Industry best practice such as ITIL, Six Sigma, ISO20K, ISO27001, CMMi, Lean, Six Sigma etc.

- ITIL V3 Foundation Certificate Mandatory, good to have ITIL Intermediate Certificate.

- Experience working with Global teams across geographies, multi-cultured, multi-layered matrix organizations.

- Experience of working with Managed Service Providers, Corporate IT, Captive environment.

- Strong written and verbal communication skills should be able to articulate ideas clearly.

- Strong negotiation skills in terms of co-ordination with teams across geographies.

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