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Position Overview:The individual is accountable to the Issue Management Team. This role will partner with technical teams and Business Operations teams on issues related to Fulfillment system performance and business process issues with the goal of decreasing down time and resolving process issues for users.Key Responsibilities:
Manage an issue through end-to-end cross-functional issue management and resolution process and be accountable for timely issue remediation and/or challenge and risk escalations to Senior Leadership
Accountable for tracking and correction of impacted transactions
Provide comprehensive consultation to business unit and technical management at the highest technical level possible
Collaborate with upstream and downstream business partners to identify the key stakeholders within the process necessary to drive remediation.
Review, analyze and appropriately disposition MIRS issues for distribution including engagement and ownership of Corrective Action Plan (CAP) related documents.
Drive resolution by partnering with technical teams and operations. This may include coordinating and documenting sessions with Technology Teams and vendor partners to achieve definitive resolution of complex issues
Liaise with the Compliance Medicare Business Support (MBS) team on business issues with compliance implications.
Liaise with all technical teams to ensure swift resolution of problems within service level targets
Produce documentation of issues impacting the business operations targeted to operations managers and leadership within established guidelines for format and timing
Provide guidance and oversight of the manual daily process for the collection of outage ticket symptoms
Investigate and correlate individually reported issues to large/global enterprise issues
Establish rapport and close collaborative relationship with the Operations and technical teams and have high level familiarity with the applications and services
Required Experience / Qualifications:
Must be able to lead calls, facilitate major incidents, and communicate effectively with stakeholders and Senior Leadership
Excellent analytical/troubleshooting skills
Proficient with Microsoft business applications such as Excel and Word
Ability and desire to thrive in a proactive, fast paced environment
Demonstrate ability to take initiative and drive process improvements
Able to effectively communicate across teams and roles
Strong analytic skills and the ability connect the dots quickly
Desired Experience / Qualifications:
BA/BS degree or higher strongly preferred in Computer Science or related degree or 4+ years of job-related experience preferred
2+ years of technical or operations experience with Facets application or similar products
This position may require support beyond core business hours.
General knowledge of or previous experience with technical support or development of one or more application or infrastructure areas strongly preferred
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 110,000 - 183,300 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 Cigna HealthcareCigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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.
