Client Tech Issue Management Advisor - Evernorth Health Services - Hybrid

The primary Client Tech Issue Management Advisor responsibility is to create written communications to internal and external stakeholders regarding client-impacting technology issues. The Client Tech Issue Management Advisor (IT Project Managment Advisor) will be collaborating with internal business partners, influencing company-wide process improvements. In addition, this individual will work with both internal and external clients to communicate process improvements, root cause/preventative measures, and issue trends. This role requires strong problem-solving skills and the ability to self-direct work activities.

This individual will also be required to maintain team trackers and metrics to support qualitative and quantitative information for process improvements.  This individual must be flexible with their work schedule during the 1/1 command center (approximately 1/1 – 1/15 each year). In addition to the 1/1 go-live, team members may be asked to support a go-live over a weekend 1-3 times/year. Team members rotate on-call duties for escalated issues, with each team member on call for one week every ~6 weeks.

Responsibilities:

• Client facing written communications in business-friendly language for outages
• Keep dashboards and notes up to date for all issues
• Be able to facilitate and interact on calls to assess client impact
• Communicate clearly with internal and external stakeholders
• Contribute to continuous process improvement activities
• Facilitate and/or participate in meetings supporting Client Tech Issue Management services
• Manage and maintain client issue reporting
• Gathers data from and writes reports in Service Now
• Uses business analytics to create and display information
• Utilize Excel and PowerPoint to prepare artifacts
• Identification of recurring themes within issues to drive process improvements
• Creation of playbooks to support process improvements

Qualifications:

• Minimum 5 years' work experience
• Experience using collaboration skills
• Experience with understanding and conveying technical language into business-friendly terms
• Service Now preferred
• Microsoft Office Suite Tools
• Understand technology concepts
• High school diploma or equivalent; bachelor’s degree in technology, Business, Communications or Leadership discipline preferred
• Strong interpersonal, written, and verbal communication skills preferred
• Self-motivated, ability to work with limited direction

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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.