Help us investigate our future. Get ready for a job that encourages you to think strategically to help teams stay connected. Do you have problem-solving or collaboration experience? If so, prepare to innovate, create, and inspire. The Real Time Collaboration (RTC) Senior Advisor will work with the team responsible for the continuous operation and performance of Cigna's next generation collaboration tools. This position will provide hands-on experience with incident resolution, change management, problem determination and problem resolution for the collaboration tools used within the Enterprise. This position will ensure high quality service delivery through daily management of team vendor performance, responsiveness to problems, crisis management, and adherence to service levels and improvement initiatives. This position will be responsible for joint planning for collaboration tools change activity.

Responsibilities

• Provide escalation point for tier I & II support for real time collaboration tools and infrastructure
• Provide escalation point & leadership in collaboration tools problem determination efforts
• Provide planning and vendor oversight for RTC change activity
• Coordinate problem resolution and ensure process improvement within department
• Operate and improve services in accordance with business needs, priorities and SLAs
• Drive efficiency & standards improvement
• Develop improved processes to ensure reliability and availability of RTC tools
• Provide periodic performance reports for review with management providing input on improvements, training needs, and quality initiatives
• Oversee and ensure the effective communication of IT issues and updates
• Report key performance metrics to management

Qualifications

• High School diploma; Bachelor’s degree preferred.
• 7 year’s experience in Information Technology.
• Prior experience with a large enterprise network, preferably in the healthcare sector
• Familiarity with routers, switches, F5 and load balancers platforms.
• Experience with the configuration and support of the following technologies: Cisco Webex, Microsoft Skype for Business, Microsoft Teams, Mattermost, Mural
• Knowledge of security protocols for SaaS based applications.
• Well versed in crisis management and root cause analysis techniques.
• Experience working in a team-oriented, collaborative environment.
• Proven analytical and problem-solving abilities.
• Strong interpersonal, written, and oral communication skills.
• Able to conduct research into issues and products as required.
• Demonstrates prioritizing and executing tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to present ideas in a user-friendly language.
• Highly self-motivated and directed.
• Strong organizational skills.
• Keen attention to detail.
• Strong customer service orientation.

This role is WAH which allows work to be performed at home. Employees must be fully vaccinated if they choose to come onsite. Currently we are encouraging all employee to remain working from home and all onsite meetings require a virtual option.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

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.