EKM Administration Manager

1 month ago

West Bloomfield Township, Michigan, United States The Cigna Group Full time
The job profile for this position is Operating Effectiveness Senior Manager, which is a Band 4 Management 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.

An effective Knowledge Management strategy enables Cigna to improve how we provide exceptional customer and client experiences through digital and live channels. This role will be an active leader and contributor to Cigna's enterprise strategy for Knowledge Management.

As a member of the enterprise knowledge management team, this role will lead the knowledge management platform administration and support teams as well as serve as the Agile Product Owner for the technical systems and architecture team. This role shares in responsibility for system performance, security, and availability through partnerships with IT architecture, IT application development, IT prod support, and IT infrastructure; while serving as the primary contact between these partners and the businesses we service.

As an agile product owner, this role must work closely with and represent the customers we service, prioritize the backlog, provide clarity to the team, and maintain communications with various stakeholders. This role reports to the agile release train project manager and collaborates closely with other product owners and scrum master to lead the train.

This role will reports into Enterprise Knowledge Management Team.

Principal Responsibilities:

  • Serves as the primary contact for the Knowledge Management platform administration and support function, responsible for the service and support model.
  • Primary contact for relationships with vendor customer success executives, coordinating frequent collaborative meetings with technical staff and escalation of issues to vendors.
  • Identify continuous improvement opportunities through customer feedback, personal experience, data analytics, and epic refinement.
  • Prioritize the gaps based on business impact, urgency, and value.
  • Justify and champion clearly defined improvements in the enterprise knowledge management platform to close the prioritized gaps.
  • Explore innovative opportunityies to enhance the knowledge management strategy and platform.
  • Actively participate in Cigna's Enterprise Knowledge Management Governance
  • Work with the KM / KCS Agile Release Train (ART) to scope, prioritize, and deliver new features.
  • Build and maintain and lead strong relationships with business and IT partners.
  • Serves as the Risk Manager overseeing and reporting on all high impact issues and defects.
  • Serves as the Release Manager coordinating the release/deployment planning and approval process.
  • Deliver and enhance the training of various stakeholder as a part of the implementation as well as sustainment activities.
  • Build strong partnerships with other business disciplines and functional partners.
  • Quality and timely reporting of progress, exceptions, and project risks and issues.
  • Stay abreast of industry trends in the field of Knowledge Management, Salesforce platform, Coveo search technology, and Acrolinx content analysis technologies, and seeks opportunities for self-directed development.

Job Requirements

  • Knowledge Centered Service certification (KCS v6 Practices)
  • SAFe Product Owner or Scrum Master certification
  • 5-7 years of experience with Knowledge Management
  • 3-5 years of experience with Salesforce administration
  • 3-5 years of experience with Coveo search technology
  • 3-5 years of experience managing people
  • Experience managing a service and support function
  • Experience with release management or IT change management
  • Assessment and analysis experience
  • Experience liaising with business stakeholders to drive consensus
  • Strong Project Management skills
  • Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and stay focused on goals while adapting to change
  • Excellent communication skills - verbal and written and training, along with excellent presentation skills able to clearly convey complex blends of business and technical matters to a range of audiences
  • Influencing Skills - able to articulate points clearly and concisely; able to negotiate effectively with diverse stakeholders
  • Flexibility to change course based on business needs; effectively manage and deal with change
  • Ability to function in a fast-paced environment and prioritize multiple tasks under tight deadlines
  • Customer orientated thinker
  • Self-motivated and demonstrated ability to drive results
  • Successful experience working remotely, utilizing virtual meeting and collaboration tools
  • Some travel may be required (

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