Overview

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

Here at Optum, we're transforming how patients access healthcare. As a Problem Analyst (full-time, remote or hybrid from Leeds or Watford), you'll play a key role in our technical support team—investigating complex issues, identifying root causes, and collaborating with development teams to deliver permanent solutions that improve patient care.

What You'll Do

As a Problem Analyst, you'll play a vital role in our technical support team, acting as a key escalation point for complex issues and driving long-term solutions that improve patient care. You'll work proactively to identify recurring problems, analyse trends, and collaborate with development teams to implement permanent fixes. Your insights will help shape support processes and ensure our teams are equipped with the latest knowledge and tools.

Primary Responsibilities

• Investigating root causes of technical issues and developing effective workarounds
• Creating and maintaining knowledge articles to support internal teams and customers
• Collaborating with Product and Development teams to share updates and insights
• Supporting training initiatives for new and existing support colleagues
• Representing Support in Product Triage Team meetings and acting as a liaison with development teams
• Contributing to process improvements and recommending tools that enhance support efficiency

Who You'll Be

We're seeking someone with solid analytical skills and a passion for solving problems. You'll bring technical expertise, excellent communication, and a proactive mindset to help us deliver outstanding support.

You will 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 providing development for other roles you may be interested in.

Required Qualifications

• Proficiency in SQL (writing scripts, database interrogation)
• Proven knowledge of Pharmacy and EMIS Health Systems
• Experience in a technical support environment
• Proven solid attention to detail and ability to manage a varied workload
• Proven excellent stakeholder engagement and communication skills
• Demonstrated understanding of compliance requirements (Legal, Clinical, InfoSec)
• Demonstrated collaborative and customer-focused approach

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone—of every race, gender, sexuality, age, location and income—deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes—an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. 2025 UnitedHealth Group. All rights reserved.