Application Incident Support Analyst - National Remote

UnitedHealth Group•Schaumburg, IL

12h•$72,800 - $130,000•Remote

About The Position

Optum is seeking two Product Analysts - Application Support to support the Medication Domain Microproducts (MDMP) portfolio. This role serves as a key liaison between business stakeholders, application support teams, Agile Product Owners, and scrum teams to ensure timely resolution of production incidents, effective defect management, and clear communication of application health and support activities. The Product Analyst will be responsible for monitoring and managing incident intake, coordinating triage and resolution efforts, communicating status updates to leadership and business stakeholders, and developing operational reporting that identifies incident trends, recurring issues, and opportunities for continuous improvement. The role also partners closely with Product Owners and delivery teams to help prioritize defects and enhancements, ensuring alignment with business priorities and operational objectives. This role is focused on operational excellence, stakeholder engagement, application support, and product lifecycle execution within the MDMP ecosystem. You’ll enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some tough challenges.

Requirements

Bachelor's degree in Healthcare, Pharmacy, Information Systems, Business, or related field
2+ years of experience in application support, incident management, healthcare operations, or product support
2+ years of experience coordinating cross-functional teams to resolve production issues and support operational processes
2+ years of experience developing operational dashboards, reports, and executive-level status updates
Ability to manage multiple priorities in a fast-paced Agile environment
Ability to identify trends and root causes

Nice To Haves

Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Experience with ServiceNow a plus, or with similar ticketing platforms
Experience supporting healthcare, clinical, pharmacy, or PBM applications
Knowledge of Agile methodologies and Scrum delivery processes
Experience creating reporting and dashboards using Power BI, Tableau, Excel, or similar tools
Understanding of incident management, problem management, and change management processes.
Familiarity with Optum platforms, Clinical Product Platform (CPP), or Medication Domain Microproducts

Responsibilities

Serve as the primary business-facing resource for MDMP application support activities, incident coordination, and operational communications
Monitor, triage, and manage production incidents, ensuring timely escalation and resolution across business and technology teams
Coordinate incident investigations with development teams, Agile Product Owners, DevOps, and application support resources
Facilitate root cause analysis activities and document corrective and preventive actions
Maintain and track incidents, defects, and enhancement requests using tools such as ServiceNow, Jira, or similar platforms
Provide regular incident status reporting and executive-ready updates to leadership and business stakeholders
Partner with Agile Product Owners and scrum teams to prioritize defects and enhancements based on business impact, risk, and operational priorities
Coordinate communications regarding production issues, planned fixes, releases, and enhancement roadmaps with impacted stakeholders
Develop and maintain dashboards and operational reports that track incident volume, resolution times, SLA performance, recurring issues, and support trends
Analyze incident data to identify patterns, root causes, and opportunities for process and application improvements
Support testing, validation, and post-release verification activities for defect resolutions and new functionality
Collaborate with product, clinical, business, and technology teams to ensure alignment on support priorities and release readiness
Document support processes, escalation procedures, operational runbooks, and business support requirements
Participate in governance and operational review meetings to provide updates on application health, outstanding risks, and remediation plans