The Problem Management Problem Analyst is accountable for driving availability by being responsible for eliminating risks to the availability of IT systems. In this role you will partner with technical SMEs and uncover root cause of major incidents, then defining and closing gaps of technical risks in the environment. The Problem Analyst is aligned to a specific domain experts and will partner to organize, escalate, ensure leadership visibility on outstanding risks, and preventing the recurrence... more details
Description
The Problem Management Problem Analyst is accountable for driving availability by being responsible for eliminating risks to the availability of IT systems. In this role you will partner with technical SMEs and uncover root cause of major incidents, then defining and closing gaps of technical risks in the environment. The Problem Analyst is aligned to a specific domain experts and will partner to organize, escalate, ensure leadership visibility on outstanding risks, and preventing the recurrence of managed incidents in the environment. The Problem Analyst will have exposure to senior management, technical SMEs, and the authority to escalate requests to reduce risk as quickly as possible.
Note: This role requires rotational on call availability and support.
Required Skills
- Direct oversight of critical problems (i.e. problems related to critical managed incidents) in the Problem Management Process Management including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents.
- Empower resources involved in the Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.
- Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process.
- Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets
- Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data
- Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews
- Establishing rapport and close collaborative relationship with the service managers and production support leads, and have high level familiarity with the applications and services.
- Visibility at a senior management level, including presenting critical problems at daily and weekly review with senior management.
- Monitoring the Problem Management process, using Key Performance Indicators (KPIs) and reports
- Awareness of the customer’s business priorities, objectives and business drivers to help prioritize root cause identification and elimination against those priorities and objectives.
- Coordinating interfaces between Problem Management and other IT Service Management (ITSM) processes
- Ensuring data accuracy and currency for Problem tickets.
- Strong Resource Management skills to provide oversight to resources involved in the Problem Management process.
- Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process.
- Good influencing and negotiation skills to lead matrixed teams.
- Ability to exhibit technical agility and ability in their related areas of support.
- Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary.
Competencies
- Customer Focus
- Managing Vision and Purpose
- Organizational Agility
- Technical Agility
- Perseverance
- Interpersonal Savvy
- Problem Solving
Qualifications
- 4-6 years of progressive hands-on ITIL experience (Foundations Certification preferred)
- Exposure to several Service Desk support models
- 2-3 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management
- Demonstrated ability and experience in providing cross-organizational managerial leadership
- Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness)
- BA/BS degree or higher strongly preferred in Computer Science or related degree.
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.
