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Associate Product Support Analyst - Minnetonka, MN

Company: UnitedHealth Group
Location: Minnetonka
Posted on: November 12, 2021

Job Description:

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing - your life's best work.
Positions in this role provide deployment and onboarding support for UnitedHealthcare Benefit Operations employee community. Involves researching and submitting service requests related to hardware and software orders, basic systems access and other general tasks as needed based on customer inquiries in order to help meet team operational performance levels. Provides first-level response and resolution of daily operations impacting issues with internal customers and vendor partners. The overall delivery of BSL, Onboarding and/or System Access services providing support and guidance to internal customers and vendor partners to ensure continued operations in servicing our membership. Coordinates all site related new hire and current staff production readiness needs in order to meet optimal operational performance metrics. Engages in a variety of functions tied to troubleshooting, provisioning and triage of access and systems issues.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:30am - 6:00pm. It may be necessary, given the business need, to work occasional overtime. Our office is located at 12700 Whitewater Drive, Minnetonka -Minnesota 55343.
Primary Responsibilities :
Moderate work experience within own function
Demonstrate willingness to work extended hours/days when necessary
Perform all work tasks in compliance with established processes and procedures
Some basic tasks are completed without review by others
Supervision/guidance is required for higher level tasks
Will assist with facilitating all new employee onboarding and setup activities
Will assist with the troubleshooting of invalid or non-working access IDs
Will coordinate and assists with employee PC hardware and software concerns
Will process assigned access requests in a prompt manner to ensure established response times are met
Works with helpdesk or other technology teams to ensure information on open issues requiring follow-up are current to assist in issue resolution
May participate in validating and approving MARx requests to ensure prompt processing
Performs other duties as assigned by management
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 :
High School Diploma / GED (or higher) -OR -equivalent work experience
2+ years of Customer Service experience
1+ years of experience troubleshooting access ID & login issues
Previous experience coordinating install, setup and testing of PCs or other technology peripherals
Must have hands-on experience using Microsoft Excel, Microsoft Outlook and Microsoft Word (create/open/edit/read/write spreadsheets, emails and documents).
Must be able to work an 8-hour shift Monday-Friday between 7:30 am to 6:00 pm
Ability to participate in a flexible rotating schedule, including nights and weekends (Aug-Nov) with potential for overtime with limited notice
Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.
Preferred Qualifications:
Associate's Degree (or higher) in a technical field
1+ years of experience with Optum Technology systems such as HPSM, UHG AppStore, Service Request Center, APS and Secure
Familiarity with Secure ID provisioning system and functions
Familiarity with use of Business Segment Liaison (BSL) Tools and Processes
Familiarity with use of Secure and ServiceNow provisioning systems and functions
Microsoft Office Specialist Certificate - (MOS): Office 2013, Office 2019 or O365
Experience using MS SharePoint - editing and reviewing
Experience working with Microsoft PowerBI
Experience receiving/performing assignments in a work queue
Experience working with a helpdesk ticketing system
Physical and Work Environment:
Ability to lift, push and/or pull up to 50 lbs. repeatedly
Soft Skills:
Must have ability to communicate effectively and in a positive manner
Must have a strong attention to detail
Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at https://uhg.hr/transitioning-military
Learn how Teresa, a Senior Quality Analyst, -works with -military veterans and ensures they receive the best benefits and experience possible. - https://uhg.hr/vet
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 -organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work. SM
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.
Keywords: BSL, troubleshoot, access, ID's, logins, computer setup, customer service, support, administrative, -hiring immediately, #RPO

Keywords: UnitedHealth Group, Minnetonka , Associate Product Support Analyst - Minnetonka, MN, Professions , Minnetonka, Minnesota

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