Client Tech Issue Management Advisor

1 month ago

Bloomington, United States The Cigna Group Full time
The job profile for this position is IT Project Management Advisor, which is a Band 4 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 primary Client Tech Issue Management Advisor responsibility is to create written communications to internal and external stakeholders regarding client-impacting technology issues. The Client Tech Issue Management Advisor (IT Project Managment Advisor) will be collaborating with internal business partners, influencing company-wide process improvements. In addition, this individual will work with both internal and external clients to communicate process improvements, root cause/preventative measures, and issue trends. This role requires strong problem-solving skills and the ability to self-direct work activities.

This individual will also be required to maintain team trackers and metrics to support qualitative and quantitative information for process improvements. This individual must be flexible with their work schedule during the 1/1 command center (approximately 1/1 – 1/15 each year). In addition to the 1/1 go-live, team members may be asked to support a go-live over a weekend 1-3 times/year. Team members rotate on-call duties for escalated issues, with each team member on call for one week every 6 weeks.

Responsibilities:

  • Client facing written communications in business-friendly language for outages
  • Keep dashboards and notes up to date for all issues
  • Be able to facilitate and interact on calls to assess client impact
  • Communicate clearly with internal and external stakeholders
  • Contribute to continuous process improvement activities
  • Facilitate and/or participate in meetings supporting Client Tech Issue Management services
  • Manage and maintain client issue reporting
  • Gathers data from and writes reports in Service Now
  • Uses business analytics to create and display information
  • Utilize Excel and PowerPoint to prepare artifacts
  • Identification of recurring themes within issues to drive process improvements
  • Creation of playbooks to support process improvements

Qualifications:

  • Minimum 5 years' work experience
  • Experience using collaboration skills
  • Experience with understanding and conveying technical language into business-friendly terms
  • Service Now preferred
  • Microsoft Office Suite Tools
  • Understand technology concepts
  • High school diploma or equivalent; bachelor's degree in technology, Business, Communications or Leadership discipline preferred
  • Strong interpersonal, written, and verbal communication skills preferred
  • Self-motivated, ability to work with limited direction

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.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.

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