Technical Customer Support Senior Analyst - HIH

IT Support Specialist

Provides advanced professional input to complex IT Support assignments/projects. Utilizing independent judgment and discretion, designs, develops, tests, debugs and implements moderately complex operating systems components, software tools, and utilities required for the operation, maintenance, and control of computer systems. Makes moderately complex modifications to existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation. Assists in planning, scheduling and implementation. Initiates corrective action to stay on schedule. 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 Technical Support.

• Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standards and proprietary tools

• Raise incident tickets in response to monitoring

• Triage and resolve IT tickets in response to monitoring and user-reported issues

• Manage incident telephone calls and engage the proper teams for helping resolve incidents

• Document process, procedures, and technology used by the Enterprise Operations Command Center

• Create Standard Operating Procedures (SOPs) for the handling of IT incidents.

• Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidents

• Executes tasks involving a degree of forward planning and anticipation of needs/issues

• Partners with other teams within and outside of the org to increase the quality of alerts/INCs coming to the team

• Puts forth extra effort outside of his/her key operations schedule

• Design, implement and maintain a consistent process for Scheduling Tool Agent installs/uninstalls/upgrades

• Provide Level 2 Support and work with appropriate vendor

• Communicate and coordinate tool upgrades

• Perform checkout after tool upgrades

• Provide On call for all scheduling tool anomalies (EVN and USM)

• Must possess superior customer service skills and be able to communicate highly technical concepts to individuals with varying levels of technical expertise.

Education:

• Bachelor's degree or related experience

• Proven track record in day-to-day production support

• Certification, Associates degree or higher or 3 – 5 years of IT Mainframe Operations experience

Experience:

Candidates must have strong experience in the following areas:

• 3-5 years of experience required

• 3 – 5 years of general IBM Mainframe Operations experience

• Knowledge of ESP, CA7, Robot, UC4

• Knowledge of MVS, JES, CICS, DB2, and VTAM commands

• Knowledge of JCL, NDM, and FTP

• Knowledge of Service Now and Microsoft Office Products

Skills:

• Problem solving skills, ability to work collaboratively with other departments to resolve complex issues with innovative solutions

• Ability to prioritize workload

• Strong ability to build partnerships with staffs and leadership at all organizational levels

• Seasoned and well developed independent decision-making skills

• Strong customer service focus

• Excellent oral, written and interpersonal communication skills

• Familiarity with Health Care or PBM industry helpful

• Must be highly flexible, adaptable and a self-starter with little to no leadership oversight

Equal Opportunity Statement Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit 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. Join us in driving growth and improving lives.