Knowledge Management Specialist – United Healthcare USA Careers

Job Description:

The IT Service Desk (ITSD) supports Optum and UnitedHealth Group. The ITSD team supports more than 250,000 domestic and international employees while operating 24×7 year-round, including all holidays. While taking in excess of 175,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.

We’re expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn’t about another gadget, it’s about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life’s best work. ITSD’s mission is to be the face of IT; a central point of contact for UnitedHealth Group businesses that provides high quality, innovative and cost effective technical support.

The Technical Support roles within the ITSD is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. The IT Service Desk team provides level L1 and L2 support to the UnitedHealth & Optum team members. Successful candidates will; handle ~ 50+calls/day with regard to all areas of UnitedHealth Group’s IT infrastructure and applications, they work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and focus. Effective candidates will have shown at least two years of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers.

Job Responsibilities:

• Provides ongoing support and training for users (implementations/Q & A/ CBT WBT)
• Assists in establishing and improving the processes
• In collaboration with the technical SMEs, authoring knowledge- Self Service, Level 1, Level 2 & above
• Responds to Knowledge Feedback
• Maintains UKS
• Advocates Knowledge Management use and contributions within the group
• Ensures targets (by group) are reached for the quality and the quantity of knowledge
• Review & approve Knowledge Submissions for assigned area
• Works with the Knowledge Manager and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods
• Requests Changes and additions to the Knowledge Management System via the Change Management process
• Reports on performance metrics
• Assists in providing guidance and input into the Knowledge Management strategy
• Prepares documentation for new or existing Knowledge

Job Requirements:

• Minimum of 2 years of experience with documenting tickets in an incident tracking system.
• Excellent customer service skills.
• A+ , Network+ and Microsoft Professional certifications are considered a plus.
• Superior written and oral communication skills.
• ITIL understanding, fluency in a second language and / or Help Desk Certification are considered a plus.
• Excellent problem solving abilities and aptitude to understand and explain technical information.
• Experience working in a diverse team setting, and a track record of success.
• Proven ability to work towards individual and team targets.

Qualification & Experience:

•  Must have built knowledge articles as per defined ITIL Process
•  Minimum experience of 2 years as a knowledge author
•  Demonstrated successful time management skills.
• Understand on how to create knowledge articles Level 0, Level 1 and onwards
• Healthcare experience or IT Service Desk background is preferred.
• 2 years of experience at a high volume, fast paced IT experience in a problem-solving capacity.
• Preferred to have worked in contact center environment.
• Knowledgeable on how to promote self-service articles to users and how to increase the utilization of the analyst
• Must have built knowledge articles as per defined ITIL Process
• Must have IT Service Management experience, preferable ITIL V3 and above certified.
• 5+ yrs Overall IT experience

Job Details:

Company: UnitedHealthcare

Vacancy Type:  Full Time

Job Location: National Capital Region, Philippines

Application Deadline: N/A

Apply Here

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