EKM Administration Manager - Cigna

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 (

Preferred Qualifications

• Service Management experience and expertise
• Experience in Healthcare insurance highly valued
• Experience working with globally diverse teams

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.