Senior IT Service Advisor - Cigna

The Senior IT Service Advisor will be a member of 3rd Party Service Management team working directly with vendors in an account management capacity. This person acts as the principal point of contact for the vendor and will coordinate communication between Business, IT, Compliance, and Vendor. The Senior IT Service Advisor will be responsible for communication, performance review, audit requests, managing issues/risk, process leadership, and change management.

Key Responsibilities:

Primary Responsibilities include but are not limited to:

• Be point of contact for multiple 3rd party providers/vendors
• Support internal teams who rely on vendor services creating a culture of accountability, exceptional service and high trust in our department
• Coordinate/host meetings and assist with presentations
• Gather requirements, conduct research and communicate expectations
• Document and maintain accurate information
• Update and maintain multiple systems of record consistently and frequently
• Proactively identify gaps/potential issues and implement solutions
• Monitor data exchanges between vendor and Cigna both incoming and outgoing
• Remove obstacles and barriers and escalate appropriately
• Monitoring, ticket triaging and routing, issue analysis and resolution or proper delegation
• Respond quickly to urgent situations
• Participate in finding efficiencies, improve applications and associated processes
• Participate in Annual Enrollment Process (AEP) readiness
• Develop and maintain plans for vendor lifecycle oversight and governance
• Manage cost, risk analysis, and measuring performance metric
• Lead special projects and be responsible for deliverables as assigned
• Gather requirements, communicate expectations, analyze designs, constructs and deliver solutions with minimal team interaction
• Provide actionable insights into 3rd Party performance through retrospective and predictive analytics aimed at increasing performance.
• Review contracts, understand SLAs, present performance reports
• Remove obstacles and barriers to allow team members to do their jobs and escalate appropriately
• Participate/provide input on production issues and follow up activities, ad hoc research and analysis
• Work closely with all teams to identify issue root cause
• Coordinate and ensure processes are followed
• Closely collaborate with Business, Compliance, Vendor, and IT (both production support and development) team members to successfully manage day to day activities

Required Experience / Qualifications:

• Managing multiple activities effectively and deliver on-time solutions
• Communicating at all organizational levels
• Strong focus on delivering superior customer service
• Attention to detail and strong organizational skills
• Working in a matrixed environment
• Must be able to adapt to various shifting priorities
• Able to absorb knowledge and learn quickly
• Flexibility and experience working as Individual Contributor and as member of a Team
• Able to work in an environment with rapidly changing business requirements and priorities
• Conflict and negotiation skills to resolve potential collisions and escalate issues as necessary
• Excellent troubleshooting, analysis, and problem-solving abilities
• Ability to build relationship with various business departments and technology teams
• Strong verbal and written communication skills required
• Ability to work under pressure and tight schedules
• Ability to deliver quality work on time
• Strong collaboration skills
• Bachelor's degree or equivalent experience and at least 5+ years of experience with:
  • Vendor management and/or project management and/or account management and/or information technology (IT)

Desired Experience / Qualifications:

• Knowledge of Medicare and Medicaid industries
• Exposure to or knowledge of application security, vendor compliance and business continuity
• Experience creating strategic plans and aligning solutions to road maps
• Experience interpreting vendor contracts
• Experience interpreting and contributing to 3rd party statements of work
• Experience creating presentations and communicating complex information
• Experience with incident management and response
• Data visualization and analysis
• Experience working in agile and matrixed environments

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.

Qualified applicants with criminal histories will be considered for employment in a manner
consistent with all federal, state and local ordinances.

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.