Role DescriptionThis role will be responsible for governance of Incident and Problem Management practices and operational implementation of said practices. As a Service Management Advisor 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
Provide strategic leadership and oversight of the Incident Management and Problem Management processes
Respond in a timely manner to IT incidents and coordinate resources to resolve the issue
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; Bachelor's degree preferred
2-4 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
2-4 years of progressive hands-on ITIL experience (Foundations Certification preferred)
Familiarity with data visualization and reporting tools such as ServiceNow and Tableau.
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.For this position, we anticipate offering an annual salary of 91,400 - 152,300 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 GroupDoing 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.Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.