Technical Support Associate Analyst - Evernorth Health Services - Hybrid at Cigna in Philadelphia, Pennsylvania

Job Description:

The mission of the Technology Operations organization is to provide recovery support to our colleagues throughout the United States across both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are seeking a Technical Support Associate Analyst to join the Technology Operations Asset Recovery team. You will be responsible for ensuring an outstanding level of customer service and possess advanced problem-solving skills to collect IT assets and peripheral equipment. You will provide accurate, timely, and creative solutions to customer and stakeholder asset return inquiries while adhering to standard technology practices and techniques.

Responsibilities:

• Manage basic ticket workflows including but not limited to:


• Maintaining and tracking inventory of hardware in the appropriate systems.


• Documenting and tracking the status of colleague shipping inquiries, and coordinating the appropriate responses.


• Proactively setting expectations with colleagues.


• Following up to ensure colleague compliance in accordance with endpoint policy and procedures.


• Use multiple systems to research asset history.


• Work with shipping vendors regarding return-related issues and tracking.


• Participate in special projects as required.


• Escalating unresolved issues and returns in a timely manner.


• Provide proactive support and innovation, including but not limited to:


• Interacting with other support groups to restore service and /or identify and advise on colleague computing problems preventing asset return.


• Identify process improvement opportunities and support continuous improvement initiatives under the direction of your supervisor.


• Perform other duties and responsibilities as assigned.


• Customer service & leadership


• Delivers exceptional customer service.


• Alert colleagues and team members when a major problem is suspected.

Qualifications:

• Strong knowledge of asset management processes and procedures.


• Strong experience in ITSM platforms such as ServiceNow


• Capabilityto analyze problems and use sound judgment for determining solutions.


• Train/Mentor new team members.


• Ability to clearly communicate with customers and other IT staff.


• Aptitude for providing strongcustomer service throughinteractionsand communications, verbally and written.


• A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.


• Willingness to continue enhancing technical skills through education/seminars and interaction with other IT disciplines.


• Associatedegree and/or 3+ years of work experience in the technology, hospitality, retail, or customer-focused field highly regarded.


• A+ certification or equivalent combination of education, training, and experience.

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.

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.