Infrastructure and Operations Engineer - ServiceNow Operations Engineer

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.  

Positions in this function design, engineer, and manage the organization's infrastructure and operational platforms. From a cloud services model, this includes services commonly thought of as IaaS and PaaS and their underlying foundational components. Additionally, this function also has responsibility for traditional enterprise infrastructure and operational platforms such as email, file transfer, and collaboration technologies, among others. This role must understand functional and non-functional requirements to ensure they can be achieved through system design and engineering to meet the needs of the customers. Work closely with business and technology stakeholders to develop roadmaps for their respective technology portfolios, resolve cross-system and domain dependencies, ensure effective integration among the services offered to the end customer, and efficient usage of infrastructure and operational platforms. Monitor technological advancements and industry trends to influence company standards and ensure that solutions are continuously improved and maintained through product management practices, including recommendations to invest in a solution or retirement of redundant or out-of-date systems. Understand the interactions between systems, the applications and services hosted, and evaluate the impact of changes and additions. Perform analysis on existing systems to ensure performance and reliability, enhance scalability, meet security requirements, and interoperable and maintainable technology portfolio.

Primary Responsibilities\:

• Provide operational support and administration for two enterprise ServiceNow production instances serving over 300,000 users across commercial and federal environments, maintaining platform availability, stability, and security in alignment with organizational SLAs
• Participate in a rotating on-call schedule for both Corp and GOV instances, responding to platform incidents, integration failures, and service degradations outside of business hours with urgency and documented resolution
• Execute ServiceNow platform upgrades and patching across all SDLC and production environments, including pre-upgrade preparation, clone down operations, post-upgrade validation, and critical fix coordination in conjunction with Delivery Management
• Perform routine platform administration including non-user and service account management, group and permission administration, certificate lifecycle management, and license tracking across both instances
• Monitor and support over 1,000 active integrations across REST, SOAP, and basicAuth connection types, triaging failures, coordinating with integration owners, and escalating vendor cases as appropriate
• Administer and maintain MID server infrastructure supporting platform-to-network communication and integration connectivity
• Conduct ServiceNow health scan analysis and drive remediation of identified findings in coordination with platform architects and development teams
• Support clone down operations across the full SDLC stack including pre-clone coordination with development teams, execution of post-clone scripts, and validation of environment integrity following each clone cycle
• Contribute to platform knowledge management by authoring, reviewing, and maintaining operational runbooks, procedural documentation, and troubleshooting articles
• Track and coordinate remediation of platform vulnerability items across both Corp and GOV instances in alignment with security and compliance requirements
• Support ESM Operations project delivery and development workstreams as a contributing team member, including automation initiatives, tooling improvements, and platform governance efforts
• Operate within the Platform Gate Framework governance process, ensuring all work progressing through development environments meets readiness criteria prior to production promotion
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

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.  

Positions in this function design, engineer, and manage the organization's infrastructure and operational platforms. From a cloud services model, this includes services commonly thought of as IaaS and PaaS and their underlying foundational components. Additionally, this function also has responsibility for traditional enterprise infrastructure and operational platforms such as email, file transfer, and collaboration technologies, among others. This role must understand functional and non-functional requirements to ensure they can be achieved through system design and engineering to meet the needs of the customers. Work closely with business and technology stakeholders to develop roadmaps for their respective technology portfolios, resolve cross-system and domain dependencies, ensure effective integration among the services offered to the end customer, and efficient usage of infrastructure and operational platforms. Monitor technological advancements and industry trends to influence company standards and ensure that solutions are continuously improved and maintained through product management practices, including recommendations to invest in a solution or retirement of redundant or out-of-date systems. Understand the interactions between systems, the applications and services hosted, and evaluate the impact of changes and additions. Perform analysis on existing systems to ensure performance and reliability, enhance scalability, meet security requirements, and interoperable and maintainable technology portfolio.

Primary Responsibilities\:

• Provide operational support and administration for two enterprise ServiceNow production instances serving over 300,000 users across commercial and federal environments, maintaining platform availability, stability, and security in alignment with organizational SLAs
• Participate in a rotating on-call schedule for both Corp and GOV instances, responding to platform incidents, integration failures, and service degradations outside of business hours with urgency and documented resolution
• Execute ServiceNow platform upgrades and patching across all SDLC and production environments, including pre-upgrade preparation, clone down operations, post-upgrade validation, and critical fix coordination in conjunction with Delivery Management
• Perform routine platform administration including non-user and service account management, group and permission administration, certificate lifecycle management, and license tracking across both instances
• Monitor and support over 1,000 active integrations across REST, SOAP, and basicAuth connection types, triaging failures, coordinating with integration owners, and escalating vendor cases as appropriate
• Administer and maintain MID server infrastructure supporting platform-to-network communication and integration connectivity
• Conduct ServiceNow health scan analysis and drive remediation of identified findings in coordination with platform architects and development teams
• Support clone down operations across the full SDLC stack including pre-clone coordination with development teams, execution of post-clone scripts, and validation of environment integrity following each clone cycle
• Contribute to platform knowledge management by authoring, reviewing, and maintaining operational runbooks, procedural documentation, and troubleshooting articles
• Track and coordinate remediation of platform vulnerability items across both Corp and GOV instances in alignment with security and compliance requirements
• Support ESM Operations project delivery and development workstreams as a contributing team member, including automation initiatives, tooling improvements, and platform governance efforts
• Operate within the Platform Gate Framework governance process, ensuring all work progressing through development environments meets readiness criteria prior to production promotion
• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications\:

• Graduate degree or equivalent experience
• 3+ years of experience in ServiceNow platform administration or operations in a production enterprise environment
• Experience with ServiceNow on-call support, incident response, and platform triage in a high-availability environment
• Hands-on experience executing ServiceNow upgrades and patching including clone operations and environment management across a full SDLC stack
• Experience administering user accounts, groups, roles, and permissions within ServiceNow at an enterprise scale
• Familiarity with integration monitoring and support across common connection types including REST, SOAP, and basicAuth
• Proficiency in JavaScript for ServiceNow scripting including background scripts, business rules, and automated workflows
• Proven solid written communication skills with the ability to produce clear incident documentation, runbooks, and stakeholder-facing updates
• Proven ability to operate independently in a high-availability environment, prioritize competing demands, and escalate appropriately under pressure

Preferred Qualifications\:

• Experience working in or adjacent to FedRAMP-aligned or federally compliant environments
• Experience with credential vaulting platforms such as Delinea or CyberArk in the context of integration security
• Experience with ServiceNow Performance Analytics, Flow Designer, or Integration Hub
• Experience supporting NOW Assist, Virtual Agent, or other ServiceNow AI and automation capabilities
• Knowledge of ITIL practices as applied to platform operations and change management
• Familiarity with MID server administration and configuration
• Familiarity with monitoring and observability tooling such as Splunk or Grafana in a ServiceNow context

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. 

Required Qualifications\:

• Graduate degree or equivalent experience
• 3+ years of experience in ServiceNow platform administration or operations in a production enterprise environment
• Experience with ServiceNow on-call support, incident response, and platform triage in a high-availability environment
• Hands-on experience executing ServiceNow upgrades and patching including clone operations and environment management across a full SDLC stack
• Experience administering user accounts, groups, roles, and permissions within ServiceNow at an enterprise scale
• Familiarity with integration monitoring and support across common connection types including REST, SOAP, and basicAuth
• Proficiency in JavaScript for ServiceNow scripting including background scripts, business rules, and automated workflows
• Proven solid written communication skills with the ability to produce clear incident documentation, runbooks, and stakeholder-facing updates
• Proven ability to operate independently in a high-availability environment, prioritize competing demands, and escalate appropriately under pressure

Preferred Qualifications\:

• Experience working in or adjacent to FedRAMP-aligned or federally compliant environments
• Experience with credential vaulting platforms such as Delinea or CyberArk in the context of integration security
• Experience with ServiceNow Performance Analytics, Flow Designer, or Integration Hub
• Experience supporting NOW Assist, Virtual Agent, or other ServiceNow AI and automation capabilities
• Knowledge of ITIL practices as applied to platform operations and change management
• Familiarity with MID server administration and configuration
• Familiarity with monitoring and observability tooling such as Splunk or Grafana in a ServiceNow context

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.