Tech Support Consultant

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.

Optum is seeking a highly analytical and results-oriented Tech Support Consultant to join the Continuous Service Improvement (CSI) team. The CSI team is responsible for identifying, driving, and delivering improvement opportunities across the enterprise IT Support ecosystem, with a focus on enhancing employee experience, improving operational efficiency, reducing support contacts, and driving measurable business outcomes.

This role is ideal for someone with a strong background in IT Support operations, service management, data analytics, and process improvement. The successful candidate will leverage data, metrics, and industry best practices to identify opportunities, eliminate waste, optimize support processes, and lead initiatives that improve service performance across Voice, Chat, Web Support, L1, L2, and Incident Management functions.

Primary Responsibilities

Service Improvement & Transformation

• Identify and drive continuous improvement opportunities across the IT Support organization
• Analyze support operations, user journeys, and service performance to uncover trends, bottlenecks, and improvement opportunities
• Lead transformational initiatives focused on improving service quality, reducing support contacts, and enhancing employee experience
• Develop and execute improvement roadmaps aligned with organizational objectives

Data Analytics & Insights

• Analyze large datasets from IT support platforms to identify outliers, recurring issues, root causes, and performance gaps
• Convert complex operational data into actionable insights and recommendations
• Build performance dashboards and reporting frameworks to track improvement initiatives and business outcomes
• Utilize data-driven decision-making to prioritize opportunities and measure success

Metrics, SLA & KPI Management

Define, monitor, and improve operational KPIs and service metrics, including:

SLA Compliance

First Contact Resolution (FCR)

Mean Time to Resolution (MTTR)

Customer Satisfaction (CSAT)

Contact Reduction

Self-Service Adoption

Incident Volume Trends

Repeat Contact Rates

Establish performance baselines and track the impact of improvement initiatives

Process Excellence & Six Sigma

• Apply Lean, Six Sigma, DMAIC, and Continuous Improvement methodologies to identify waste and streamline processes
• Facilitate root cause analysis sessions and implement sustainable corrective actions
• Drive process standardization and operational excellence initiatives
• Identify automation opportunities and eliminate non-value-added activities

Technology & Automation

• Work closely with support, engineering, and product teams to identify opportunities for:
• Workflow automation
• Self-service capabilities
• Virtual assistants and chatbot solutions
• Knowledge management improvements
• AI-driven support experiences
• Leverage modern technologies to improve service efficiency and reduce manual effort
• Support implementation and adoption of automation and digital support solutions

Stakeholder Management

• Partner with IT Support leaders, Service Managers, Product Teams, Engineering teams, and Business stakeholders
• Communicate improvement opportunities, recommendations, and project outcomes to leadership
• Lead working sessions, workshops, and reviews to drive alignment and execution
• 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

• Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field
• 7+ years of experience in IT Support, Service Management, Operations Excellence, or Continuous Improvement
• Experience working with ITSM platforms such as ServiceNow
• Experience driving end-to-end improvement initiatives and delivering measurable outcomes

Solid understanding of enterprise IT Support environments, including

Voice Support

Chat Support

Web Support

L1/L2 Support Operations

Incident Management

Major Incident Processes

Proven solid analytical and problem-solving skills with the ability to interpret large data sets

Proven excellent communication, presentation, and stakeholder management skills

Preferred Qualifications

• Lean Six Sigma Green Belt or Black Belt certification
• Hands-on experience with DMAIC methodology and process improvement frameworks
• Experience with reporting and analytics tools such as Power BI, Tableau, SQL, or Excel-based analytics
• Experience implementing automation solutions, bots, virtual assistants, or self-service platforms
• Knowledge of AI-enabled support technologies and digital employee experience solutions
• Understanding of ITIL principles and service management best practices

Success Profile

The ideal candidate is

• Highly analytical and data-driven
• Passionate about solving operational challenges
• Able to identify trends, patterns, and opportunities from complex data
• Comfortable influencing leaders and driving change across teams
• Focused on delivering measurable business outcomes
• Experienced in transforming support operations through process excellence, automation, and innovation

What Success Looks Like

Improved service KPIs and SLA performance

Reduction in support contact volumes through proactive improvements and self-service adoption

Increased operational efficiency through automation and process optimization

Enhanced employee experience through friction reduction and service quality improvements

Delivery of measurable business value through continuous service improvement initiatives

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.