Technical Support Advisor-Hybrid

Role Summary:

As a Production Support Analyst, you will support a range of applications and processes primarily focusing on member enrollment, eligibility processing, and document creation. A Production Support Analyst should be technically astute, well organized, proactive, and be comfortable discussing issues with business and technical users at all levels. This is a hands-on role, so good technical skills and experience are required. The support teams are often required to share support after hours or on weekends for application deployments and other maintenance activities. You should be willing and able to participate in such efforts.

Primary Responsibilities include:

• Supporting data streaming technologies, ETL technologies, AWS native services, NoSQL databases, Splunk monitoring, and operational visibility and diagnosis of distributed systems.
• Lead trouble shooting, problem solving, data fixes, end user support, upgrades, integration maintenance, auditing systems, and metrics.
• Utilizing automation where possible, leveraging education, and evangelizing with business partners to lessen the support load.
• Collaboration with delivery team peers to help ensure the operational readiness of newly developed applications, and that break-fix solutions are established for timely remediation of production issues.
• Analyzing and assessing problem situations as they arise in order to plan, design, and implement suitable solutions.
• Discovering and seizing opportunities for performance improvement in operational systems through automation, optimization of existing code, or suggested improvements to the delivery teams.
• Prioritizing work to ensure effective execution of team deliverables.
• Document runbooks and support scripts for use by support teams.

Qualifications:

• 5 + years of experience in an Application Support role.
• Knowledge of CMS and Healthcare experience is a plus.
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications, including the ability to explain technical issues in simple terms that non-IT staff can understand.
• Experience with visibility into operational metrics (and how to create them) for distributed systems, including cloud technologies, data streaming, queuing systems, and different data repositories
• Effectively partner with other support and technology team members
• Experience with some programming languages and willingness/ability to learn.
• Good grasp of SQL language ( Oracle, SQL)
• Experience with Version Control System (VCS) tools such as GIT
• Good Understanding of AWS infrastructure (S3 / IAM / KMS / EC2 / Networking [VPC/Route53] )
• Proven Understanding with On-Prem & Cloud deployments (Private Cloud / AWS / Docker/ Kubernetes)
• Solid comprehension of Agile project management

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: [email protected] for support. Do not email [email protected] 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.