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Application Incident Support Analyst - National Remote
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 diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
We are seeking two Product Analysts - Application Support to support the Medication Domain Microproducts (MDMP) portfolio. This role serves as a key liaison between business stakeholders, application support teams, Agile Product Owners, and scrum teams to ensure timely resolution of production incidents, effective defect management, and clear communication of application health and support activities.
The Product Analyst will be responsible for monitoring and managing incident intake, coordinating triage and resolution efforts, communicating status updates to leadership and business stakeholders, and developing operational reporting that identifies incident trends, recurring issues, and opportunities for continuous improvement. The role also partners closely with Product Owners and delivery teams to help prioritize defects and enhancements, ensuring alignment with business priorities and operational objectives.
This role is focused on operational excellence, stakeholder engagement, application support, and product lifecycle execution within the MDMP ecosystem.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities
- Serve as the primary business-facing resource for MDMP application support activities, incident coordination, and operational communications
- Monitor, triage, and manage production incidents, ensuring timely escalation and resolution across business and technology teams
- Coordinate incident investigations with development teams, Agile Product Owners, DevOps, and application support resources
- Facilitate root cause analysis activities and document corrective and preventive actions
- Maintain and track incidents, defects, and enhancement requests using tools such as ServiceNow, Jira, or similar platforms
- Provide regular incident status reporting and executive-ready updates to leadership and business stakeholders
- Partner with Agile Product Owners and scrum teams to prioritize defects and enhancements based on business impact, risk, and operational priorities
- Coordinate communications regarding production issues, planned fixes, releases, and enhancement roadmaps with impacted stakeholders
- Develop and maintain dashboards and operational reports that track incident volume, resolution times, SLA performance, recurring issues, and support trends
- Analyze incident data to identify patterns, root causes, and opportunities for process and application improvements
- Support testing, validation, and post-release verification activities for defect resolutions and new functionality
- Collaborate with product, clinical, business, and technology teams to ensure alignment on support priorities and release readiness
- Document support processes, escalation procedures, operational runbooks, and business support requirements
- Participate in governance and operational review meetings to provide updates on application health, outstanding risks, and remediation plans
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications
- Bachelor's degree in Healthcare, Pharmacy, Information Systems, Business, or related field
- 2+ years of experience in application support, incident management, healthcare operations, or product support
- 2+ years of experience coordinating cross-functional teams to resolve production issues and support operational processes
- 2+ years of experience developing operational dashboards, reports, and executive-level status updates
- Ability to manage multiple priorities in a fast-paced Agile environment
- Ability to identify trends and root causes
Preferred Qualifications
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Experience with ServiceNow a plus, or with similar ticketing platforms
- Experience supporting healthcare, clinical, pharmacy, or PBM applications
- Knowledge of Agile methodologies and Scrum delivery processes
- Experience creating reporting and dashboards using Power BI, Tableau, Excel, or similar tools
- Understanding of incident management, problem management, and change management processes.
- Familiarity with Optum platforms, Clinical Product Platform (CPP), or Medication Domain Microproducts
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
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.
#RPO, #GREEN
