Position Overview:

The Senior IT Service Advisor will be a member of 3rd Party Service Management team working directly with vendors in an account management capacity.  This person acts as the principal point of contact for the vendor and will coordinate communication between Business, IT, Compliance, and Vendor.  The Senior IT Service Advisor will be responsible for communication, performance review, audit requests, managing issues/risk, process leadership, and change management.

Key Responsibilities:

Primary Responsibilities include but are not limited to:

Be point of contact for multiple 3rd party providers/vendorsSupport internal teams who rely on vendor services creating a culture of accountability, exceptional service and high trust in our departmentCoordinate/host meetings and assist with presentationsGather requirements, conduct research and communicate expectationsDocument and maintain accurate informationUpdate and maintain multiple systems of record consistently and frequentlyProactively identify gaps/potential issues and implement solutionsMonitor data exchanges between vendor and Cigna both incoming and outgoingRemove obstacles and barriers and escalate appropriatelyMonitoring, ticket triaging and routing, issue analysis and resolution or proper delegationRespond quickly to urgent situationsParticipate in finding efficiencies, improve applications and associated processesParticipate in Annual Enrollment Process (AEP) readinessDevelop and maintain plans for vendor lifecycle oversight and governanceManage cost, risk analysis, and measuring performance metricLead special projects and be responsible for deliverables as assignedGather requirements, communicate expectations, analyze designs, constructs and deliver solutions with minimal team interactionProvide actionable insights into 3rd Party performance through retrospective and predictive analytics aimed at increasing performance.Review contracts, understand SLAs, present performance reportsRemove obstacles and barriers to allow team members to do their jobs and escalate appropriatelyParticipate/provide input on production issues and follow up activities, ad hoc research and analysisWork closely with all teams to identify issue root causeCoordinate and ensure processes are followedClosely collaborate with Business, Compliance, Vendor, and IT (both production support and development) team members to successfully manage day to day activities

Required Experience / Qualifications:

Managing multiple activities effectively and deliver on-time solutionsCommunicating at all organizational levelsStrong focus on delivering superior customer serviceAttention to detail and strong organizational skillsWorking in a matrixed environmentMust be able to adapt to various shifting prioritiesAble to absorb knowledge and learn quicklyFlexibility and experience working as Individual Contributor and as member of a TeamAble to work in an environment with rapidly changing business requirements and prioritiesConflict and negotiation skills to resolve potential collisions and escalate issues as necessaryExcellent troubleshooting, analysis, and problem-solving abilitiesAbility to build relationship with various business departments and technology teamsStrong verbal and written communication skills requiredAbility to work under pressure and tight schedulesAbility to deliver quality work on timeStrong collaboration skillsBachelor’s degree or equivalent experience and at least 5+ years of experience with:Vendor management and/or project management and/or account management and/or information technology (IT)

Desired Experience / Qualifications:

Knowledge of Medicare and Medicaid industriesExposure to or knowledge of application security, vendor compliance and business continuityExperience creating strategic plans and aligning solutions to road mapsExperience interpreting vendor contractsExperience interpreting and contributing to 3rd party statements of workExperience creating presentations and communicating complex informationExperience with incident management and responseData visualization and analysisExperience working in agile and matrixed environments

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.

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.

Qualified applicants with criminal histories will be considered for employment in a manner
consistent with all federal, state and local ordinances.

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.