Infrastructure Engineering Senior Analyst - HIH - Evernorth

Infrastructure Engineering Associate Advisor - HIH - Evernorth

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Position Overview: This is a hands-on position with visibility to the highest levels of Evernorth management who are motivated to see the successful results of our efforts. In particular, Change Management provides awareness, collision detection and risk assessment to the technology organization so that we can minimize unplanned business disruptions. The team member will serve as a subject matter expert in Change Management practices, including, but not limited to change approval, workflow development, process enhancement and optimization.

Key responsibilities include:

• Applying standard techniques and procedures to review change requests for quality change details including intent of the change, schedule conflicts, CMDB relationships / impact, testing, backout and implementation plans
• Providing expertise on Cigna's change policies, workflows, approvals, exceptions, and integrations to document current processes as well as advise on enhancement opportunities
• Supporting and maintains team service level agreements
• Developing reports with clear visual representations capable of providing technology leaders with the insights they need
• Identifying and participating in continuous improvement projects
• Partnering with technology teams, business units, and other groups to advise on Change Management policy and to provide guidance and direction

Required Skills:

• Demonstrated internal customer focus
• Outstanding attention to detail
• Excellent written and verbal communication
• Strong interpersonal skills
• Strong time and project management skills
• Advanced problem-solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions
• Broad knowledge of technology relationships such as networks, hardware, operating systems, databases, applications, etc.
• Continuous process improvement understanding and experience
• Demonstrated ability to prioritize workload
• Ability to adapt in a dynamic work environment and make independent decisions
• Willingness to work a flexible schedule to accommodate operations timelines

Required Experience & Education:

• Overall, 3-7 years of experience required
• 5+ years of Change Management experience in a high-volume organization
• 5+ years of experience working in an ITIL capacity in the ServiceNow platform
• Experience with basic report development in ServiceNow, including performance analytics
• Proven track record of using data insights to provide recommendations for improving business outcomes
• ITIL v4+ certification

Desired Experience:

• Familiarity with modern delivery practices such as DevOps continuous integration continuous delivery (CI/CD)
• Experience using ServiceNow Platform Analytics to create reports and dashboards
• Six Sigma