Technical Customer Support Analyst

Organization

Cigna is multinational organisation and a leading global health services Provider, dedicated to helping people improve their health, wellbeing and sense of security. 

You’ll be joining a global team with offices located in Nairobi. Cigna are now primarily following a hybrid work model with Production Support teams located in America, Europe, India & Malaysia.

Role

• The Technical Support Analyst will join our production support team responsible for supporting a portfolio of applications, databases and services. Responsible for the oversight of day-to-day activities of the production and lower environments.
• The Production Support team provides several services for International Health (IH) including: Application Support, 24/7 Production Support, Monitoring, batch support and optimisation, defect identification and remediation, Configuration updates, data fixes, ad-hoc reporting requests, Incident Management, Release Management, Change Management and collaborate across multiple interconnected teams to provide quick resolution to customer impacting incidents.
• The successful candidate must have an appetite to own the day-to-day delivery against Service Level Agreements (SLA) and provide a high level of customer satisfaction. The motivation to drive change towards modernisation and automation across the team’s processes and practices.
• The role will be responsible for working with business and IT Partners across the company to manage the services and provide technical support to the IT and business teams.
• The primary focus of this role will be working with an IH Production Support teams and primarily focussed on the support of the Actisure (Cegedim) application which provides policy administration services.
• Must be comfortable dealing with IT control processes for the applications and supporting the production release process.
• This role requires a good balance between providing technical guidance/ analysis, resolving technical and data related tasks, and ensuing solution(s) align with Cigna best practices ways of working to exceed SLAs.
• Working with our development teams closely understanding and managing the release process. Following and improving our governance processes.

Candidate profile

• Cigna is specifically looking for a dynamic, Technical Support Analyst with strong experience of SQL server and scripting and Java knowledge. An IT professional with strong skills in Service Delivery, Application Management & Support processes.
• Insurance or financial services background would be a strong advantage.
• Integrated applications – understand where application sits in wider Architecture
• Must have confidence to quickly learn the technical and functional aspects of a complex service.
• Ability to communicate with technical and operations (non-technical) team member
• Diploma or degree in Computer Science, IT or related field.

Behaviours

• Self-Motivated
• Problem Solver
• Autonomous
• Process Minded
• Collaborative
• Continuous Improvement Driven

Skills and Experience

Candidates must have strong experience in the following areas:

• Proven track record in day-to-day production support
• Strong SQL skills and good knowledge of Java
• Strong analytical and troubleshooting skills
• Knowledge of automation
• Working with third parties to resolve incidents
• Manipulating data with excel or other tools

Experience with the following technologies would be advantageous:

• ServiceNow
• Dynatrace & Splunk
• Confluence
• Jira
• PL/SQL
• Application Integrations
• Windows & Red Hat server