Job Description

About EvernorthEvernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.About Evernorth:Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.Position Overview:
Provides counsel and advice to top management on significant IT Support matters, often requiring coordination between organizations. Provides a relationship management role with internal/external
service providers to the IT organization. Interprets internal or external issues and recommends solutions/best practices. Focuses on providing thought leadership and technical expertise across multiple disciplines. Recognized internally as the go-to person for the most complex IT Services assignments.Responsibilities:

• The Incident & Request management process owner is accountable for governance, mitigation of root cause and implementation of new capabilities designed to improve our colleague experience with technology. In this role you will partner with power users of the processes, colleague experience teams and the operations command centers to develop and support a positive product experience. Additionally, the process owner will partner with our problem management team to uncover themes developing that could lead to major incidents and work to identify root cause and mitigate business disruption proactively.
• Day to day responsibilities will include, but are not limited to:
• Governance of the Incident and Request process through monitoring of KPIs
• Providing awareness to technology leaders on the opportunities they have to improve performance
• Pro-actively reviewing data for meaningful insights and recommendations to technology leaders on how outcomes can be improved

Prioritization of new requests against the back log of existing workQualifications:Required Skills

• Strong written and verbal communication skills with the ability to interact with all levels of the organization.
• Ability to work independently with a passion for investigating opportunities for improvement
• Strong influencing/negotiation skills.
• Strong interpersonal/relationship management skills.
• Strong time and project management skills.
• Familiarity with ServiceNow reporting, including Performance Analytics
• Familiarity with agile methodology including SCRUM team leadership.
• Familiarity with modern delivery practices such as continuous integration, behavior/test driven development, and specification by example.

Qualifications:

• 10+ years of ServiceNow ITIL experience (ITIL Foundation v4+ required)
• Deep knowledge of Service Desk support models
• 5+ years' experience as an ITIL Process SME in an environment with large volumes ofincidents (10,000+/month)
• Demonstrated ability and experience in providing cross-organizational leadership
• BA/BS+ degree strongly preferred in Computer Science or a related field

Shift Timings: Afternoon Shift-1:00 PM - 10:00 PM IST / 2:30 AM - 11:30 AM EST / 3:30 AM - 12:30 PM EDT)

Evernorth Health Services