What are the responsibilities and job description for the IT Service Senior Analyst position at Cigna?
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
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.
