IT Service Senior Analyst

Role Description

This role will be responsible for governance of Incident and Problem Management practices and operational implementation of said practices. As a Service Management Sr Analyst in this role, you will be expected to balance timely response to severe incidents with root cause investigations of past incidents and building and driving action plans to remediate root cause.

Responsibilities

• Perform and provide oversight of the Incident Management and Problem Management processes

• Respond in a timely manner to IT incidents and coordinate resources to resolve IT incidents

• Comprehensively document all actions taken and milestones during a severe incident with accuracy and attention to detail

• Communicate status updates accurately, effectively, and efficiently

• Collaborate with all levels of management and effectively communicate a strategy to deal with issues that arise

• Lead root cause analysis investigations and build action plans to remediate root cause or reduce the duration or severity of a recurrence

• Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets

• Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews

• Establish close collaborative relationship with the service managers and production support leads, and have high level familiarity with the applications and services

• Ensuring data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes.  Provide recommendations on actions to address identified themes

Qualifications

• Ability to thrive in a fast-paced environment

• Ability to exhibit technical ability and agility

• Continuous improvement mindset

• Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling escalations as necessary

• Must be able to lead calls and facilitate major incidents

• Must be able to communicate effectively with stakeholders

• Have a passion for problem solving – relentlessly driving to root cause on complex issues

• Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly review with senior management

• Experience leading and completing projects timely and effectively.

• Working experience using ServiceNow preferred

• Excellent written and verbal communications experience

• Experience using or knowledge in general technical knowledge, Midrange, Network, Application, Database, Mainframe

• High School diploma with job experience

• 1-2 years of progressive hands-on ITIL experience (Foundations Certification preferred)

• Exposure to project management and agile methodologies

• 1-2 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management

• General knowledge of or previous experience with technical support in one or more application or infrastructure areas strongly preferred

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.