Senior IT Service Advisor

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/vendors


* Support internal teams who rely on vendor services creating a culture of accountability, exceptional service and high trust in our department


* Coordinate/host meetings and assist with presentations


* Gather requirements, conduct research and communicate expectations


* Document and maintain accurate information


* Update and maintain multiple systems of record consistently and frequently


* Proactively identify gaps/potential issues and implement solutions


* Monitor data exchanges between vendor and Cigna both incoming and outgoing


* Remove obstacles and barriers and escalate appropriately


* Monitoring, ticket triaging and routing, issue analysis and resolution or proper delegation


* Respond quickly to urgent situations


* Participate in finding efficiencies, improve applications and associated processes


* Participate in Annual Enrollment Process (AEP) readiness


* Develop and maintain plans for vendor lifecycle oversight and governance


* Manage cost, risk analysis, and measuring performance metric


* Lead special projects and be responsible for deliverables as assigned


* Gather requirements, communicate expectations, analyze designs, constructs and deliver solutions with minimal team interaction


* Provide actionable insights into 3rd Party performance through retrospective and predictive analytics aimed at increasing performance.


* Review contracts, understand SLAs, present performance reports


* Remove obstacles and barriers to allow team members to do their jobs and escalate appropriately


* Participate/provide input on production issues and follow up activities, ad hoc research and analysis


* Work closely with all teams to identify issue root cause


* Coordinate and ensure processes are followed


* Closely 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 solutions


* Communicating at all organizational levels


* Strong focus on delivering superior customer service


* Attention to detail and strong organizational skills


* Working in a matrixed environment


* Must be able to adapt to v...