Technical IVR Support Senior Advisor - Evernorth Health Services (Finance)
Position Overview:
In this role, you will provide hands-on technical support and leadership for one of the Contact Center L2 Production Support team. You will function as a bridge to the delivery and business teams, driving efficiencies, quick turn around and quality resolution of production defects that are impacting internal and external customers. The focus of the work is to continue to enhance our market winning capabilities in the Evernorth Contact Center support. The Evernorth T echnology strategy is fully aligned with our business strategy, resulting in an opportunity for you to influence in various directions - this includes technology\business direction but also recruiting and mentoring employees and influencing selection of and relationships with vendor resources to ultimately build and contribute within a world class Delivery Vertical. 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. The solution thought leadership and technical expertise across multiple disciplines and will be a "go-to person" for Production Support assignments.
Responsibilities:
• Monitors and reviews incidents reported by synthetic monitoring tools and business teams.
• Facilitates bridge calls in the event of critical job failures in production.
• Assigns or escalates reporting defects to the delivery team and sees cases through completion.
• Collaborates with Business and Delivery teams to meet standard SLA for resolving production defects.
• Initiates Change Management tickets as needed for reporting change orders and/or releases.
• May participate in the delivery team's meetings to coordinate production issues as well as to get information on upcoming reporting deliverables that may impact ongoing support.
• Maintains process and troubleshooting documentation to be utilized by both US-based and offshore Production Support resources.
• May be assigned to special projects that drive continuous improvement of services and production support processes.
• Use, Design, and develop automated processes/scripts to maintain, upgrade, test, monitor Production Applications
• Design and implement processes that detect and remedy capacity limits before customers experience issues within the application
• Work With stakeholders across various development, operations and quality teams
• Should be available for 24/7 on call support and some weekend checkout support
• Coordinate with Vendor support teams for any issues identified in their products.
Qualifications:
• Working knowledge of and best practices in the administration and use of monitoring tools (Splunk, Dynatrace, Cyara)
• Experience in SQL (Oracle, Postgress and SQL Server) and No SQL databases (Mongo, Redis)
• Experience in Web Services (REST, SOAP, GraphQL)
• Experience in distributed services (MQ, Kafka)
• Excellent analytic troubleshooting skills and data driven testing techniques
• Experience working in a team-oriented, collaborative environment
• Self-starter that takes initiative to solve problems and learn quickly to fill knowledge gaps
• Strong focus on customer/business outcomes and is focused on results
• Strong written and verbal communication skills to efficiently collaborate with cross functional teams.
• Strong understanding on Cloud technologies (AWS/Azure)
• Experience in triaging micro services (Open Shift, Entity Services) and UI issues
• Experience in a production support capacity.
• Experience in Automation and scripting.
Required Experience & Education:
• 10+ years of experience
• 5+ years of experience with vendor management in an onshore/offshore model.
• Proven experience with application production support, Automation, architecture, design, and Infrastructure knowledge on large-scale enterprise application solutions.
• High School Diploma or equivalent required, Bachelor's preferred
Desired Experience:
• Exposure to Cloud and Containers products
• Healthcare experience
• Contact Center operations knowledge
• Mentoring and coaching of team members
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.
For this position, we anticipate offering an annual salary of 104,200 - 173,600 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.
We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group .
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.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.
