Technical Support Agent addressing client inquiries and providing troubleshooting support. Working in a hybrid role, contributing to team knowledge and improving customer support experience.
About the role
- Production Support Senior Analyst at Cigna providing support for Policy Administration System on IBM i platform. Troubleshooting system issues and collaborating with global teams for operational efficiency.
Responsibilities
- Provide technical support for the Policy Administration System on the IBM i platform.
- Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
- Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
- Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
- Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
- Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
- Ability to work as part of a shift rota. (This may include occasional weekend work for big projects)
- Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
- Create and maintain documentation for processes, procedures, and problem resolutions.
- Participate in system upgrades, patches, and other maintenance activities.
- Communicate effectively with stakeholders, providing updates and status reports as necessary.
- Use Jira for issue tracking and project management.
- Use ServiceNow for incident management, change management, and service request fulfilment.
- Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.
Requirements
- Proven experience in a production support role, preferably within a healthcare or insurance environment.
- Strong knowledge and experience with IBM i (AS/400) platform.
- Proficiency in SQL and RPG is highly desirable.
- Experience with Jira and ServiceNow for issue tracking and service management.
- Excellent problem-solving skills and attention to detail.
- Ability to work independently and as part of a global team.
- Strong communication and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
- Experience working in an AGILE environment.
- Ability to read/speak English.
- Diploma or Bachelor’s degree in IT, or related field
Benefits
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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