IT Service Manager - Full-time / Part-time

This position is for an IT Service Manager who will be responsible for the processes and procedures for Service, Change and Problem Management. The successful candidate will share 24/7 coverage for Service Management in an on-call rotation, participate in Catalyst360 Environment Change Management and execute Problem Management.

Responsibilities include:

Service Management (On-call Incident Management)

Responsible for all process and procedures associated with Service Management. Serve in a 24/7 on-call rotation with other IT Service Managers. Manage to resolution, high and urgent severity incidents in order to restore service as quickly as possible after an incident occurs. This includes leading or liaison with support teams and their managers, communication with IT and Operations management, corporate Service Desk, and external partners' support management. Providing post-mortem services such as reporting wrap-ups, meetings if necessary for gap analysis and solution implementation. Produce and/or contribute to all System availability reports and dashboards.

Change Management

Administer Catalyst360 local change control and our cross-partner change control processes. Act as liason between Corp and Catalyst360 for changes across the organization impactful to Cat360 to ensure technical changes are reviewed and approved before being deployed to production Provide scheduling of infrastructure and application activities. Ensure proper communication of scheduled system outages to our business and our business partners.

Problem Management

Track, manage and resolve the root cause of incidents and minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure and prevent recurrence of incidents related to these errors.

Talk about a challenge? Talk about exciting? Every day the news is saturated with coverage of our changing health care system & every day the focus is on how to help patients & communities improve their health and their lives. That is why our industry attracts people with exceptional compassion & a commitment to excellence. More than 100,000 people are making UnitedHealth Group a leader in strategy and growth.

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

Qualified candidates will have the following requirements

• Undergraduate degree or equivalent


• 4+ years of experience in Information Technology supporting a complex production environment integrated with multiple partners in the research, workaround and resolution of issues.


• Solid experience in managing ITIL processes


• Flexibility with working hours as required for leading 24/7 on call support group.


• Attention to detail, strong work ethic and results orientation.


• Flexibility to support and manage multiple projects/deadlines simultaneously.


• Ability to communicate complex issues clearly and concisely.


• Proven experience leading technical teams.

Catalyst360° is a multiple channel contact center focused on providing best in class customer relationship management through exceptional sales & service for our clients and partners. Our goal in every customer interaction is to provide the right answers at the right time, building customer confidence & satisfaction. Make your move to our expanding company and seize this opportunity to do your life's best work.SM

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.