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Job Details

UnitedHealth Group

Pre-Sales Solution Architect - ITSM, Service Desk - Cebu City (107640552)

Customer Service




Cebu, Cagayan Valley, Philippines

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)

Pre-Sales solution architect - ITSM/Service desk role will evaluate existing prospect capabilities and drive the process, data and application evaluation and design. Engage with growth office teams to drive new customer pursuit process, due diligence, and contract closure.

Positions in this function create data analysis and insights that leads into solution designing for high quality long term smart sourcing of IT services, specially related to service desk/ITSM, application services (application rationalization and modernization, IT governance, vendor consolidation, testing and enterprise training services). Individuals in these roles may perform analysis and serve as business liaisons to understand and refine key business initiatives to be outlined within customer contracts. Roles may support both current system improvements and maintenance along with new system implementations with a broad business approach at an individual capacity.

Primary Responsibilities:

  • Data analysis and insights - Perform diligent analysis of customer data like application portfolio, IT budget, organization chart, vendor contracts, etc. to generate meaningful insights that will support defining an optimal and contextual customer solution
  • Solutioning design
    • Help generate estimated IT outsourcing solution delivery model including program management, staffing approach, global sourcing strategy, new development efforts, enhancements, and ongoing IT operations to mitigate risk and drive quality
    • Support pursuit team by coordinating with the US based leads, SMEs, technical architects, etc., to ensure the proposed customer solution meets or exceeds customer requirements and is market cost competitive. Also be a resource to senior leadership across the IT solution design function
    • Coordinate the solution, opportunity roadmap, value proposition, win plan, pricing, and executive deal reviews throughout the pursuit timeline
  • Key business initiatives - Collaborate with solution and delivery leads as needed to support key business initiatives that will help optimize the overall solutioning process to improve the current deal cycle time by reducing time requirement per pursuit by leveraging emerging industry trends. This will include support working with peers/partners to build out various framework models (i.e.) clinical integration, vendor contract management, EHR, EMR, CRM and other core platform solutioning capability, product portfolio/service catalog, value proposition, etc.
  • Documentation support - Pro-actively support key documentation milestones leveraged across the various phases of a pursuit cycle like discovery questionnaire, solution design deck, risk register, delivery knowledge transfer document, etc.
  • Customer proposals and due diligence - Support the customer engagement process when data is being requested and interviews are conducted during discovery of current state
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

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:

  • 7+ years of industry experience that includes healthcare IT operations
  • Experience in successfully implementing or supporting clinical and/or financial applications and systems, within complex health care delivery systems
  • Experience promoting an enhanced user experience through knowledgeable understanding of technology and how it impacts both clinic workflow and patients
  • Service desk related skills - Good understanding of call volumes, metrics, staff scheduling and leveraging call data to dissect problems or opportunities. Ability to to sift through incoming customer data and find nuggets that are pertinent to the Service Desk (eg: staff, metrics). Experience working on Microsoft tools like Excel and PowerPoint to help provide inputs and perform review of the financial model as well as support in developing internal and external customer presentation decks
  • Background in management and operational support of a 24x7 IT environment
  • Willingness to work as an individual contributor in a matrixed environment

Preferred Qualifications:

  • Bachelor’s degree or master’s degree
  • Prior experience of working and expertise in on of the commercial ITSM tools (ServiceNow, Manage Engine, Remedy, etc.)
  • Prior experience of working and expertise in one of the commercial providers EHR/EMR (Epic, Cerner etc.)
  • Prior experience of working and expertise in one of the commercial ERP platforms (Workday, Infor, etc.)
  • Knowledge or experience of working on Service Desk tools and vendors (Bomgar, GoToAssist, Erlanger calculators or staffing modelers)
  • Understanding of ITSM or ticketing system, ServiceNow, BMC Manage Engine or similar
  • Background in Service desk or ITSM
  • Knowledge of Heuristics and ROI data modeling
  • Industry knowledge in:
    • Health care analytics
    • Integrated health care delivery
    • Requirements analysis
    • Organizational change management
    • Knowledgeable about Acute and Ambulatory care operations
    • Compliance: NCQA, JCAHO, HIPAA, Medicare, Medicaid

Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)

Diversity creates a healthier atmosphere: Optum 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.

Optum is a drug-free workplace. © 2022 Optum Global Solutions (Philippines) Inc. All rights reserved.