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Technical Support Analyst

2 months ago

Remote, Oregon, United States The Cigna Group Full time
The job profile for this position is Technical Support Analyst, which is a Band 2 Senior Contributor Career Track Role.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

The CSC Ework Provisioning team is responsible for provisioning Cigna remote colleagues with internet and/or phone service to access to our computer network and the data/applications within it. The Technical Support Analyst in this position will be responsible for resolving various types of provisioning requests within established Service Level Agreement timeframes. In addition, they may also be responsible for assisting customers with initial setup of the service with Cigna equipment.

Responsibilities

  • Works daily with a variety of internet service providers to place and schedule installs of internet/telephone service.
  • Manages life cycle of provisioning request from initial intake through final resolution, including frequent communication with providers and customer. Also requires collaboration with other IT teams in Cigna.
  • Ensures Service Now ticket handling efforts are updated with ongoing status and resolution information
  • Support initiatives for large scale provisioning projects.
  • Able to work cases efficiently and quickly to ensure team SLA metrics are met
  • Should be an effective team player, able to balance priorities and react to work queue changes
  • Expected to be proactive, work independently to resolve issues, and coordinate resources from multiple teams to accomplish tasks
  • Perform related duties as assigned
  • Provides support for OKTA related issues

Qualifications

  • High School diploma or equivalent; Associate degree or higher strongly preferred
  • 2+ years' experience working in an Information Technology Call Center or equivalent experience is required.
  • Proven ability to manage multiple cases simultaneously to accomplish results
  • Proven ability to communicate information in a clear, concise and timely manner
  • Excellent problem-solving abilities
  • With minimal supervision, support team workload and handle multifaceted problems
  • Excellent verbal and written communication skills with the ability to communicate complexity at all organizational levels
  • Experience working as part of a team, as well as work independently with a high level of initiative.
  • Must be customer focused and have an understanding of about Information Technology

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 hourly rate of USD / hourly, 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.

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.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.