Help us support our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have collaboration or problem solving experience? If so, prepare to innovate, create, and inspire. The Technical Support Senior Analyst acts as a support for entry level analysts and provides process improvement support to leads. This role should be able to complete all activities in the Technical Analyst role but with more autonomy and less supervision. Higher level troubleshooting on more complex issues with a solid foundation of technical skills. Ability to complete documentation and update Knowledge Base (KB) articles with a high degree of efficiency and accuracy. Individuals will also assist with the development of new procedures and processes in accordance with confidentiality, security, regulatory compliance, and policy requirements.
Responsibilities
Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standard and proprietary enterprise developed tools.
Triage and resolve IT tickets in response to monitoring and user-reported issues.
Answer phone calls from internal customers reporting multi-user impacting incidents.
Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidents.
Create Standard Operating Procedures (SOPs) for the handling of IT incidents.
Completes day-to-day tasks without immediate supervision within the appropriate quality targets.
Executes tasks involving a degree of forward planning and anticipation of needs/issues.
Able to multi-task and coordinate resources as a backup to the team lead.
Works with peers to develop their technical skills and answer operational questions.
Works with leadership to ensure processes and procedures are followed and opportunities for improvement are identified and investigated.
Qualifications
High School diploma; Bachelor's degree preferred.
System Administration skills of UNIX, Linux, and Windows operating systems.
General network knowledge of WANs and LANs.
Basic experience in multi-platform distributed environment.
Minimum 1-3 years direct IT experience preferred.
Strong interpersonal, written, and verbal communication and organizational skills.
Flexibility to work in a fast-paced environment and a collaborative, team-orientated attitude are required.
Experience with one or more of the following tools preferable:
ServiceNow
New Relic
Dynatrace
Splunk
Pivitol Platform - AppExpress
Confluence
Sharepoint
Flexible to work a 12 hour shift which includes, Sunday - Tuesday with a rotating Saturday.
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?
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.
Cigna 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.
