The Enterprise Operations Command Center (EOCC) strives for better patient and client outcomes by elevating availability and achieving higher reliability of our IT infrastructure, by driving down resolution times through enhanced situational awareness and accountability.

Responsibilities

The EOCC Event Management team provides IT infrastructure services and support to internal and external Express Scripts customers. This position will provide solutions to a variety of technical problems of moderate scope and complexity. The Event Management team takes calls from internal customers regarding IT incidents and assists in troubleshooting to resolution these calls to end the impact of the individuals calling in. This position works under general supervision and follows established procedures to perform work with a high degree of accuracy and efficiency. The Event Manager maintains accurate information about services delivered and work tasks performed. Individuals will also assist with the development of new procedures and processes in accordance with confidentiality, security, regulatory compliance, and policy requirements.

Job Duties

• Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standard and Express Scripts developed tools


• Raise incident tickets in response to monitoring


• Triage and resolve IT tickets in response to monitoring and user-reported issues


• Answer phone calls from internal customers reporting multi-user impacting incidents


• Manage incident telephone calls and engage the proper teams for helping resolve incidents


• Document process, procedures, and technology used by the Enterprise Operations Command Center


• Create Standard Operating Procedures (SOPs) for the handling of IT incidents.


• Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidents


• Provides guidance for new hires within our systems


• Promotes a good culture of work


• Responsible for the delivery of specific delegated tasks by a supervisor


• Completes day-to-day tasks without immediate supervision within the appropriate quality targets


• Executes tasks involving a degree of forward planning and anticipation of needs/issues


• Helps resolve non-routine issues escalated from other team members

• System Administration skills of UNIX, Linux, and Windows operating systems required


• General network knowledge of WANs and LANs required


• Basic experience in multi-platform distributed environment preferable


• Experience with one or more of the following network, system, or application management tools preferable:
  
  
  • ServiceNow
  
  
  • SiteScope
  
  
  • New Relic
  
  
  
  


• Minimum 0-2 years direct IT experience preferred


• Strong interpersonal, written, and verbal communication skills are required


• Strong organizational skills, the ability to work in a fast-paced environment, and a collaborative, team-orientated attitude are required

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.