IT Service Analyst

Technology Enrichment Learning - Analyst

Global Infrastructure & Operations Specialized Technology Services

Role Summary/Key Objectives:

This position will represent the Global Experience and Identify organization under Technology Experience Services (TXS). TXS is made up of Specialized Technology Services (STS) Technology Solutions & Support Executive Support Services Colleague Technology Experience Technology Enablement Leader and Customer Support Center.

The Analyst role will be part of the STS organization and the Technology Enrichment Learning (TEL) Program. This candidate should be passionate for training of colleagues in the IT related field and interested in expanding their expertise across the colleague training program.

Job description/Responsibilities:

• Responsible for the coordination of the Technology Enrichment Learning (TEL) program virtual classes.

• Responsible for performing the role of the Producer in virtual classes where you are the liaison between colleagues helpers and trainers.

• The Producer plays a vital role to keep training on time answering individual colleagues questions and raising up trending questions that require additional explanation all to allow the teacher to focus on instructing the class.

• The Producer is responsible for setting a positive outcome for our colleagues attending the classes and ensuring each class runs smoothly.

• Provides support and maintains Service Level Agreement working with a training vendor identified by MyUniversity.

• Develop effective relationships with business units groups of colleagues.

• Direct contact with business units upon Intake requests for training needs.

• Acts as a specialist to routine questions regarding various requests for training.

• Provide standard advice based on training requests with supporting documentation.

• Reviews survey data results for classes. Analyze scores and open feedback comments to improve colleague service experience and training of team. Reviews improvement suggestions.

• Compiles a list of colleague attendance for all TEL classes and responsible for submitting into Cignas LMS system so colleagues receive credit for attending.

• The role will act as a coach for junior members on the team and provide guidance on direction.

• Ensure emails addressed to the TEL program mailbox are answered within 24 hour period of time ensuring all colleagues are heard.

• Ensure Communications are being delivered on schedule and raising issues to leadership if off track.

• Will work with other team members developing tools needed for content or material for our colleagues.

• Will act as a tester of any new tools developed.

• Review of potential issues and works to remedy them with team or raise to leadership.

• Identify any problems or issues in process or procedure raise to leadership.

• Responsible for the design of training material (infographics handouts introductions) to workforce.

• Work in conjunction with our Reporting /Metrics leads to ensure a delivery of optimal colleague service expectations and colleague satisfaction.

• Review reports created to illustrate trends who is attending classes unique vs. repeat colleagues overall satisfaction with classes.

• Participate in weekly JIRA calls and update JIRA stories as appropriate.

• Must be able to provide high level summaries to leadership when required during an incident situation and/or program updates.

• Present a positive smiling colleague-focused image.

• Understands Colleague Satisfaction is key to the overall success of the Specialized Technology Services!

Qualifications:

• Bachelors degree in computer science management Technology or related field 2-4 years of work experience in the Technology field with a broad knowledge.

• Experience working with local Technology Support or direct training.

• Excellent oral and written skills.

• Understands colleagues issues and demonstrates empathy for the situation. Customer centricity is a must to lead by example!

• Establishes credibility quickly by following up and taking initiative.

• Ability to define problems quickly resolves majority of issues within specified timeframe and demonstrates creativity in generating solutions.

• Proactively translates technology into a business solution which addresses a problem not expressed by the colleague and enhances the business result.

• Ability to multi-task while handling all LOBs with little supervision.

• Keeps classes moving and ensuring all content is reviewed in the time period provided.

Critical Competencies:

• Colleague Focus

• Conflict Management

• Motivating Others

• Problem Solving

• Team Player

About The Cigna Group

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: for support. Do not email 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.