The IT Service Excellence Analyst role within the Infrastructure Department of Cigna International Health organisation. You will be lead on monitoring and ensuring adherence to internal procedures, regulatory requirements, and industry standards within the organisation. This role is varied and will be looking at our IT Processes, Service Excellence Metrics, IT audit requests, supporting the technology teams conducting compliance assessments, identifying areas of improvement, and ensuring timely closure of audit findings with a forward-thinking approach to automation. You will work closely with our IT cross-functional teams to maintain accurate procedure documentation and promote a culture of compliance through new ways of working.

You must be well-rounded, inquisitive highly motivated, self-starter that works best in a collaborative, dynamic, and agile environment. Excellent communication skills (written and oral) are essential to this position as the role will interface with on- and off-shore resources, business owners, enterprise architects, security, and infrastructure resources. An IT Service Excellence Analyst needs to be resilience and demonstrate the ability to multi-task multiple projects to tight deliver timescales.

Job Description:

Key Responsibilities:

• Monitor and review departmental procedure documentation to ensure accuracy, completeness, and compliance with internal policies, regulations, and industry standards.

• Collaborate with various technology team leads on/offshore to develop action plans for addressing compliance issues and track progress towards closure.

• Develop, maintain, scope, and monitor an up-to-date repository of compliance findings, and leading towards corrective actions in a positive timely manner.

• Identify and assess potential risks and vulnerabilities related to our IT Infrastructure Services to drive improvement.

• Develop, Evaluate, Prepare, and distribute regular monthly reports on IT Service status, trends, and improvement initiatives.

• Identify process improvements and recommend solutions for streamlining operations and improving efficiency.

Desired Traits:

• Proactive, with the ability to adjust or flex approach based upon the situation at hand.

• Ability to partner and build relationships across the organisation to collaboratively achieve goals.

• Ability to communicate effectively and concisely with their team, Stakeholders and Management.

• Proactive and Inquisitive approach to continuous learning and development, seeking to enhance and expands one’s knowledge and skills.

Required Experience / Qualifications

• 5+ years of IT Service Management experience

• IT Compliance Knowledge

• Ability to facilitate and proactively organise meetings.

• Excellent Analytical Skills

• Attention to Detail

• Problem Solving and critical thinking skills.

• Must be a Self-starter and can work with minimal information.

Desired Experience / Qualifications

• Experience with Jira.

• Regulatory Knowledge (SOX, GDPR, ISO9001, ISO27001)

• Audit Tools and Technologies

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.