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 field.
• Minimum of 4 years of experience in the technology field with broad knowledge.
• Strong oral and written communication skills.
• Excellent analytical and problem-solving abilities.
• Demonstrated empathy and a customer-centric approach.
• Ability to translate technology into business solutions.
• Capable of managing multiple tasks independently across lines of business.
• Strong relationship-building skills across teams and departments.
• Comfortable working in a fast-paced, dynamic environment.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Project, Visio).
• Strong organizational skills with attention to detail and sound judgment.

Critical Competencies

• Colleague Focus
• Organization
• Problem Solving
• Communication
• Team Collaboration

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 76,600 - 127,600 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 supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.