Tech Support Consultant

About the role

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.

What you'll do

• 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

What you need

• 7–13 yrs of experience
• ServiceNow
• Voice process
• Chat support
• Six Sigma
• User flows
• Root cause analysis
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ITIL
• Power BI
• SQL
• Tableau