IT Service Lead Analyst - Evernorth Health Services

Role Summary

This position represents the Global Experience and Identity organization within Technology Experience Services (TXS).

TXS comprises Specialized Technology Services (STS), Technology Solutions & Support, Executive Support Services, Colleague Technology Experience, Technology Enablement, and the Customer Support Center.

The Technology Solution Zone (TSZ) Store Lead Analyst serves as the owner of the colleague experience in brick-and-mortar store locations.

This role partners with Zone Leads to ensure a consistent and high-quality experience across all sites.

The analyst will support new technology rollouts, processes, and procedures, ensuring the program team is well-trained and equipped to address questions and concerns.

The ideal candidate is detail-oriented, passionate about enhancing the colleague experience, and eager to innovate and expand support services.
Key Responsibilities


* Deliver exceptional support for all technology products, services, and tools.


* Collaborate with store leads/supervisors to ensure optimal colleague service and training.


* Maintain accurate, up-to-date documentation of processes and procedures.


* Promote adherence to established processes among Zone Leads.


* Identify and escalate process improvement opportunities to leadership.


* Collect feedback from technicians and colleagues to inform enhancements.


* Partner with Site Leads to forecast monthly technology peripheral needs.


* Ensure timely ordering and inventory management via Ariba.


* Monitor inventory spending and reconcile chargebacks monthly.


* Consolidate and report expenses to Operations.


* Analyze Zone survey and HappyOrNot data to improve service and training.


* Evaluate and suggest improvements for Zone tools (e.g., Apex, admin portal, registration tool, website).


* Design and coordinate Zone marketing materials (e.g., infographics, handouts).


* Support program communications and ensure timely delivery of monthly surveys.


* Oversee digital signage content and campaign execution across locations.


* Drive implementation of program deliverables, ensuring alignment with budget, scope, schedule, and quality standards.


* Prepare high-level summaries and presentations for leadership during incidents or program updates.


* Respond to TSZ program mailbox inquiries within 24 hours.


* Collaborate with technology teams to develop colleague-facing content and materials.


* Document and escalate potential issues with proposed solutions.


* Work with Site Leads to ensure accurate reporting and metrics.


* Participate in weekly JIRA calls, update stories, and raise new work items.


* Represent the program with a positive, colleague-focused attitude.


* Champion colleague satisfaction as a key success factor for Specialized Technology Services.

Qualifications


* Bachelor's degree in Computer Science, Technology, Management, or a related fi...