Client Incident Management Senior Analyst - Evernorth Health Services

Job Summary:

The primary responsibility of the Client Incident Management Senior Analyst (IT Project Management Lead Analyst) is to create written communications with internal and external stakeholders regarding technology outages and escalated issues. This individual will be collaborating with internal business partners, influencing company-wide process improvements. In addition, this individual will work with external clients to communicate process improvements, root cause/preventative measures, and outage trends.

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 due to the needs of outages, internal and external partners, and 24X7 service.

Responsibilities:

• Client facing written communications in business-friendly language for outages
• Keep dashboards and notes up to date for all events
• Be able to 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 Event Management services
• Manage and maintain client incident reporting
• Gathers data from Service Now
• Uses business analytics to create and display information
• Utilize Excel, OneNote, PowerPoint to prepare artifacts
• Identification of recurring themes within outages to drive process improvements
• Creation of playbooks to support process improvements

Qualifications:

• High School diploma or equivalent; bachelor’s degree in technology, Business, Communications or Leadership discipline preferred.
• Minimum 2 + years' work experience in related field.
• Intermediate technology competency.
• Strong interpersonal, written, and verbal communication skills preferred.
• Self-motivated, ability to work with limited direction.
• Excellent written and verbal communication skills.
• Strong collaboration skills.
• Ability to understand and convey technical language into business-friendly terms.
• Service Now preferred.
• Microsoft Office Suite Tools.
• Tableau experience preferred.
• Understand technology concepts.
• Ability to work 24x7.

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 83,200 - 138,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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