Overview

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.

EDI At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. 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.

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.

Key responsibilities include:

• 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 strong 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.

Skills and experience that will set you apart

• Proficiency in SQL (writing scripts, database interrogation).
• Knowledge of Pharmacy and EMIS Health Systems.
• Experience in a technical support environment.
• Strong attention to detail and ability to manage a varied workload.
• Excellent stakeholder engagement and communication skills.
• Understanding of compliance requirements (Legal, Clinical, InfoSec).
• A collaborative and customer-focused approach.

Ready to make a difference?

Apply now and help us improve healthcare technology—bringing better outcomes and experiences to patients across the UK.

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