Job description

Provides advanced professional input to complex Application Development assignments/projects. Formulates and defines systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements. Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results. Includes analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications. Highly skilled. Competent to work at the highest technical level of most phases of systems analysis while considering the business implications of the application of technology to the current and future business environment. Supports and provides direction to more junior professionals. Works autonomously, only requiring “expert” level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Business Analysis.

Position Overview:
The Business Analysis Lead Analyst will be responsible for application support for multiple Health Service based applications and teams. This entails analysis and resolution on processes, applications and functions. This role will partner with technical teams and Operations on issues related to system performance with the goal of decreasing down time for users. This position may require support beyond core business hours. Candidates must be willing to work 24 x 7 as needed. This individual should be passionate about continuously learning, communicating effectively with internal partners and stakeholders, have the ability to partner/build relationships across the organization to collaboratively achieve goals, be proactive, and flexible to change.

Key Responsibilities:
Provides technical support to Business Operations for their applications. Acts a champion with IT team to ensure Business Operations needs are resolved
Accountable for internal Business communication of issues defined as high/critical business impact across IT and business from initial communication thru to resolution. Support Business with external communication via talking points and client letters
Successfully manage escalated issues end to end within business and IT organizations by creating active discussion on impacts, priorities, and ensuring decisions are made on next steps and recovery
Accountable for managing the various Business escalation processes for multiple work efforts including ServiceNow, Jira, Root Cause Analysis, and workarounds
Accountable for working with internal partners to prioritize coding changes on a recurring basis
Will be required to use various tools for prioritization ranking and provide ongoing communication to both Business Operations and IT. This includes ensuring that all needed directions, impact and business justification are documented and ready for prioritization meetings
Track reoccurring incident scenarios to identify trends that will require resolution to remove impact to Business Operations

Required Experience / Qualifications:
Experience supporting web portal and provider portal
2 + years of troubleshooting
Must be able to work off hours and weekends when required due to critical issues or release work

Desired Experience / Qualifications:
Ability to conduct root cause analysis across multiple applications and provide concise details at both technical and business levels
Experience with TSO, Mainframe, Excel, Word
Experience with ServiceNow and Jira
Ability to deal with high stress situation and delivery results in compressed time frames

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.

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