Client Incident Management Senior Analyst - Evernorth Health Services

Job Summary:

The primary responsibility of the Client Incident Management Senior Analyst (IT Project Management Lead Analyst) is to create written communications with internal and external stakeholders regarding technology outages and escalated issues.

This individual will be collaborating with internal business partners, influencing company-wide process improvements.

In addition, this individual will work with external clients to communicate process improvements, root cause/preventative measures, and outage trends.

This individual will also be required to maintain team trackers and metrics to support qualitative and quantitative information for process improvements.

This individual must be flexible with their work schedule due to the needs of outages, internal and external partners, and 24X7 service.

Responsibilities:


* Client facing written communications in business-friendly language for outages


* Keep dashboards and notes up to date for all events


* Be able to interact on calls to assess client impact


* Communicate clearly with internal and external stakeholders


* Contribute to continuous process improvement activities


* Facilitate and/or participate in meetings supporting Client Event Management services


* Manage and maintain client incident reporting


* Gathers data from Service Now


* Uses business analytics to create and display information


* Utilize Excel, OneNote, PowerPoint to prepare artifacts


* Identification of recurring themes within outages to drive process improvements


* Creation of playbooks to support process improvements

Qualifications:


* High School diploma or equivalent; bachelor's degree in technology, Business, Communications or Leadership discipline preferred.


* Minimum 2 + years' work experience in related field.


* Intermediate technology competency.


* Strong interpersonal, written, and verbal communication skills preferred.


* Self-motivated, ability to work with limited direction.


* Excellent written and verbal communication skills.


* Strong collaboration skills.


* Ability to understand and convey technical language into business-friendly terms.


* Service Now preferred.


* Microsoft Office Suite Tools.


* Tableau experience preferred.


* Understand technology concepts.


* Ability to work 24x7.

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 83,200 - 138,600 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 supp...