Systems Management Consultant (ITSM Onboarding Lead)

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The ITSM Onboarding Lead is responsible for planning, coordinating, and executing the successful onboarding of new business partners and acquired entities onto the Optum ITSM platform. This role serves as the primary delivery lead for ITSM onboarding engagements, ensuring alignment to Optum standards across Incident, Change, Problem, CMDB, Service Catalog, Knowledge, Event Management and Reporting practices. The role blends program leadership, process expertise, and cross‑functional coordination, acting as the single point of accountability from onboarding kickoff through go‑live and early stabilization. Primary Responsibilities:Lead end‑to‑end ITSM onboarding engagements from kickoff through go‑live and transition to steady state operationsOwn creation and execution of onboarding plan, milestones, and delivery cadence across discovery, build, readiness, and launch phasesFacilitate ITSM onboarding kickoff sessions, workshops, and recurring checkpoints with business partners and internal teamsGuide partners through Optum ITSM processes including Incident, Problem, Change, CMDB, Service Catalog, Knowledge, Event Management and ReportingEnsure onboarding entities adopt ITSM standards, governance models, and required controlsPartner with ITSM practice owners to validate process fit, configuration needs, and onboarding readinessCoordinate across ITSM practice teams (Incident, Change, Problem, CMDB, Knowledge, Service Catalog, Reporting, Data Services) to drive onboarding outcomesAct as the primary liaison between the business partner, ITSM platform teams, and delivery stakeholdersIdentify dependencies, risks, and gaps; drive mitigation plans to keep onboarding on trackServe as the primary point of contact for ITSM onboarding communications and status reportingProvide clear onboarding expectations, timelines, and next steps to partner leadership and delivery teamsEscalate issues appropriately and drive resolution across functional boundariesCapture onboarding lessons learned and contribute to continuous improvement of ITSM onboarding processes, templates, and playbooksSupport refinement of onboarding artifacts, kickoff materials, and delivery standardsComply 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 regards 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
Required Qualifications:Bachelor's degree or equivalent work experienceSolid experience in IT Service Management (ITSM) delivery and transformationExperience leading cross‑functional projects and onboarding initiativesHands‑on knowledge of ITIL‑aligned processes (Incident, Change, Problem, CMDB, Service Catalog, Knowledge)Proficiency with ServiceNow application functionality and capabilitiesITIL Foundations V3 or V4Proven ability to manage multiple stakeholders and complex delivery timelinesProven solid facilitation, communication, and organizational skillsProven ability to work during US business hours to work with business partners Preferred Qualifications:Experience with ServiceNow or large‑scale enterprise ITSM platformsExperience supporting mergers, acquisitions, or large partner onboarding effortsProven background in healthcare, regulated environments, or large enterprise technology organizationsProven energy, motivation, and commitment to drive results in a challenging, fast-paced environmentDemonstrated ability to meet commitments, build consensus, negotiate resolutions, and garner respect from other teams Success MeasuresOnboarded partners meet Optum ITSM standards and readiness criteria at go‑liveClear onboarding plans, milestones, and ownership across all ITSM practicesPositive partner feedback on onboarding clarity, execution, and supportReduced onboarding risk through proactive issue identification and resolution 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. #NIC