Tech Support Analyst - Hybrid

Provides advanced professional input to complex IT Support assignments/projects. Utilizing independent judgment and discretion, designs, develops, tests, debugs and implements moderately complex operating systems components, software tools, and utilities required for the operation, maintenance, and control of computer systems. Makes moderately complex modifications to existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation. Assists in planning, scheduling and implementation. Initiates corrective action to stay on schedule. Supports and provides direction to more junior professionals. Works autonomously, only requiring “expert” level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Technical Support.

QUALIFICATIONS

• Knowledge of ESP, CA7
• Knowledge of MVS, JES, CICS, DB2, and VTAM commands
• Knowledge of JCL, NDM, and FTP
• Knowledge of Python
• Knowledge of Service Now and Microsoft Office Products
• 3+ years of experience
• Problem solving skills, ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Ability to prioritize work load
• Strong ability to build partnerships with staffs and leadership at all organizational levels
• Seasoned and well developed independent decision-making skills
• Strong customer service focus
• Excellent oral, written and interpersonal communication skills
• Familiarity with Health Care or PBM industry helpful
• Must be highly flexible, adaptable and a self-starter with little to no leadership oversight

EDUCATION

• Certification, Associates degree or higher preferred

ROLE EXPECTATIONS:

• Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standards and proprietary tools
• Raise incident tickets in response to monitoring
• Triage and resolve IT tickets in response to monitoring and user-reported issues
• Manage incident telephone calls and engage the proper teams for helping resolve incidents
• Document process, procedures, and technology used by the Enterprise Operations Command Center
• Create Standard Operating Procedures (SOPs) for the handling of IT incidents.

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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.