Tech Support Consultant

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Optum is seeking a highly analytical and results-oriented Tech Support Consultant to join the Continuous Service Improvement (CSI) team. The CSI team is responsible for identifying, driving, and delivering improvement opportunities across the enterprise IT Support ecosystem, with a focus on enhancing employee experience, improving operational efficiency, reducing support contacts, and driving measurable business outcomes.

This role is ideal for someone with a strong background in IT Support operations, service management, data analytics, and process improvement. The successful candidate will leverage data, metrics, and industry best practices to identify opportunities, eliminate waste, optimize support processes, and lead initiatives that improve service performance across Voice, Chat, Web Support, L1, L2, and Incident Management functions.

Primary Responsibilities

Service Improvement & Transformation

Identify and drive continuous improvement opportunities across the IT Support organization

Analyze support operations, user journeys, and service performance to uncover trends, bottlenecks, and improvement opportunities

Lead transformational initiatives focused on improving service quality, reducing support contacts, and enhancing employee experience

Develop and execute improvement roadmaps aligned with organizational objectives

Data Analytics & Insights

Analyze large datasets from IT support platforms to identify outliers, recurring issues, root causes, and performance gaps

Convert complex operational data into actionable insights and recommendations

Build performance dashboards and reporting frameworks to track improvement initiatives and business outcomes

Utilize data-driven decision-making to prioritize opportunities and measure success

Metrics, SLA & KPI Management

Define, monitor, and improve operational KPIs and service metrics, including

SLA Compliance

First Contact Resolution (FCR)

Mean Time to Resolution (MTTR)

Customer Satisfaction (CSAT)

Contact Reduction

Self-Service Adoption

Incident Volume Trends

Repeat Contact Rates

Establish performance baselines and track the impact of improvement initiatives

Process Excellence & Six Sigma

Apply Lean, Six Sigma, DMAIC, and Continuous Improvement methodologies to identify waste and streamline processes

Facilitate root cause analysis sessions and implement sustainable corrective actions

Drive process standardization and operational excellence initiatives

Identify automation opportunities and eliminate non-value-added activities

Technology & Automation

Work closely with support, engineering, and product teams to identify opportunities for

Workflow automation

Self-service capabilities

Virtual assistants and chatbot solutions

Knowledge management improvements

AI-driven support experiences

Leverage modern technologies to improve service efficiency and reduce manual effort

Support implementation and adoption of automation and digital support solutions

Stakeholder Management

Partner with IT Support leaders, Service Managers, Product Teams, Engineering teams, and Business stakeholders

Communicate improvement opportunities, recommendations, and project outcomes to leadership

Lead working sessions, workshops, and reviews to drive alignment and execution

Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications

Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field

7+ years of experience in IT Support, Service Management, Operations Excellence, or Continuous Improvement

Experience working with ITSM platforms such as ServiceNow

Experience driving end-to-end improvement initiatives and delivering measurable outcomes

Solid understanding of enterprise IT Support environments, including

Voice Support

Chat Support

Web Support

L1/L2 Support Operations

Incident Management

Major Incident Processes

Proven solid analytical and problem-solving skills with the ability to interpret large data sets

Proven excellent communication, presentation, and stakeholder management skills

Preferred Qualifications

Lean Six Sigma Green Belt or Black Belt certification

Hands-on experience with DMAIC methodology and process improvement frameworks

Experience with reporting and analytics tools such as Power BI, Tableau, SQL, or Excel-based analytics

Experience implementing automation solutions, bots, virtual assistants, or self-service platforms

Knowledge of AI-enabled support technologies and digital employee experience solutions

Understanding of ITIL principles and service management best practices

Success Profile

The ideal candidate is

Highly analytical and data-driven

Passionate about solving operational challenges

Able to identify trends, patterns, and opportunities from complex data

Comfortable influencing leaders and driving change across teams

Focused on delivering measurable business outcomes

Experienced in transforming support operations through process excellence, automation, and innovation

What Success Looks Like

Improved service KPIs and SLA performance

Reduction in support contact volumes through proactive improvements and self-service adoption

Increased operational efficiency through automation and process optimization

Enh