Senior IT Support & Automation Specialist

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Optum in the Philippines is recruiting for a Senior Customer Service/IT Service Desk professional with 5+ years in support roles. You will identify knowledge documents, troubleshoot, and translate technical terms for non-technical users, while seeking opportunities to learn new technologies.

The role emphasizes automation initiatives, security research, and proactive, clear communication to stakeholders, with a focus on improving service delivery and customer outcomes within a global health

Qualifications

• Undergraduate degree or equivalent experience.
• 5+ years of experience in a Customer Service Support or IT Service Desk environment.
• Experience identifying and executing automation and process improvement initiatives to improve efficiencies.
• In-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems.
• Good understanding of the organization's goals and objectives.
• Solid interpersonal, written, and oral communication skills.
• Able to conduct research into security issues and products as required.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to present ideas in a friendly manner.
• Solid stakeholder service orientation.

Responsibilities

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
• Learns about technology deployments and how they fit within business model/strategy
• Explains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigation
• Shows an interest in learning more advanced aspects of the functional skills
• Translates technical terms and concepts to non-technical users
• Can apply functional knowledge and skills to tasks and problems
• Applies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performance
• Demonstrates a mindset of career-long continuous learning, improvement, and growth
• Seeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve support
• Volunteers for and seeks out opportunities to learn and support new technologies
• Positions self to take the lead on initiatives
• Assesses team resource needs and adapts based on desired outcomes
• Recommends new technologies or modifications that improve business outcomes
• Communicates effectively has the industry knowledge needed to accomplish objectives
• Provides team development support and builds capacity to achieve goals and mentor talent
• Synthesizes technical information, learns, and applies the best lessons of experience.Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Skills

Interpersonal communication

Written & oral communication

Prioritize under pressure

Security issue research

Stakeholder service

IT Service Desk experience

Education

Undergraduate degree or equivalent experience

Tools

IT Service Desk tools

Job description

Optum in the Philippines is recruiting for a Senior Customer Service/IT Service Desk professional with 5+ years in support roles. You will identify knowledge documents, troubleshoot, and translate technical terms for non-technical users, while seeking opportunities to learn new technologies.

The role emphasizes automation initiatives, security research, and proactive, clear communication to stakeholders, with a focus on improving service delivery and customer outcomes within a global health