KnowledgeXchange Systems Analyst – Evernorth/Medicare - Remote

An effective Knowledge Management strategy enables Cigna to improve how we provide exceptional customer and client experiences through digital and live channels. This role will be an active leader and contributor to Cigna's enterprise strategy for Knowledge Management.

As a member of the enterprise knowledge management team, Cigna's Knowledge System Analyst will work as part of a team dedicated to enhancing and maximizing the value of the KnowledgeXchange Knowledge platform, powered by Salesforce and Coveo. This person will assist in testing, supporting, monitoring and analyzing the system usage across multiple lines of businesses, identifying opportunities for continuous improvements, enable improvements, while mentors and supporting his/her peers.

Principal Responsibilities:

• Provide support services to users of the KnowledgeXchange platform powered by Salesforce Knowledge and Coveo

• Capture and enhance knowledge articles related to the KnowledgeXchange platform and the support cases received.

• Actively participate in user, system, regression, and release testing activities to ensure readiness, identify improvements, and capture new knowledge articles

• Create new reporting capabilities and respond to ad hoc reporting requests as needed.

• Maintain documentation on all configurations and customizations related to the KnowledgeXchange platform

• Monitor and analyze usage, identifying opportunities for improvement

• Explore innovative opportunities to enhance the knowledge management strategy and platform

• Work as a member of the KM / KCS Agile Release Train (ART) to scope, prioritize, and deliver new features

• Build and maintain and lead strong relationships with business and IT partners

• Support the organizational change management activities to successful adopt enhancements and new releases

• Quality and timely reporting of progress, exceptions, and project risks and issues

• Contribute to the development of KM excellence at Cigna through KM enablement activities such as mentoring, active participation in collaborative communities, and contributions to forums and websites

• Stay abreast of industry trends in the fields of Knowledge Management, Salesforce, and Coveo while seeking opportunities for self-directed development

Job Requirements

• Strong problem-solving skills

• Assessment and analysis skills

• Experience conducting system testing and writing/executing test scripts

• Experience with Service Management or Technical support functions.

• Reporting experience with large data sets using standard reporting tools including standard salesforce.com reporting functionality

• Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and stay focused on goals while adapting to change

• Strong communication skills (both written and verbal) and comfort in discussing both technical and business/process issues with a range of audiences

• Influencing Skills - able to articulate points clearly and concisely; able to negotiate effectively with diverse stakeholders

• Flexibility to change course based on business needs; effectively manage and deal with change

• Ability to function in a fast-paced environment and prioritize multiple tasks under tight deadlines

• Customer orientated thinker

• Self-motivated and demonstrated ability to drive results

• Successful experience working remotely, utilizing virtual meeting and collaboration tools

• Some travel may be required (<10%)

Preferred Qualifications

• Service Management experience

• Agile experience

• Experience using Salesforce, preferably Salesforce Knowledge.

• Salesforce.com Administrator experience

• Scaled Agile Framework (SAFe) experience

• Knowledge Centered Service certification or experience (KCS v6 Practices)

• Experience in Healthcare insurance highly valued

• Experience working with globally diverse teams

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.

For this position, we anticipate offering an annual salary of 72,100 - 120,100 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate