Resource Planning System Analyst
2 weeks ago
About Evernorth:
Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.
Summary:
The Intradiem Analyst is responsible for supporting and maintaining the configuration of application rules, profiles, and overall structure of the Intradiem application to support targeted use cases and other work requested by the Intradiem Product Owner, workforce leadership, and operational business partners.
This position will include ownership of system administrator tasks and maintaining systemic rules for the SaaS application, with the ability to troubleshoot and resolve reported issues and questions or escalate as appropriate. This position will also involve a level of innovative thought and execution to contribute to continued expansion and utilization of the software, and ongoing optimization to refine systemic rules to continuously meet the needs of supported businesses.
This role requires a strong understanding of contact center software administration, including brainstorming and troubleshooting, and workforce management concepts, all with one goal in mind: Provide best-in-class strategy and support across multiple product lines to identify the most effective processes, configuration, and user experience.
Specific Responsibilities:
- Serve as Subject Matter Expert on Intradiem technology. Assist work efforts that will elevate Cigna to secure advanced new releases of use cases that drive meaningful operating expense reductions.
- Administer plans to support use case deployment from conception to delivery, including designing and building of rules, auditing for accuracy, executing testing, and providing post-launch support.
- Serve as preliminary point of contact for investigating inquires, reviewing and/or validating potential issues reported by WFM partners and users, and communicating and/or escalating accordingly.
- Identify and enforce key administrative activities, including routine audits and cleanup, post-maintenance validation, and creation of appropriate reference and change log documentation.
- Identify business metrics and reporting needs to accurately resolve communicated issues and identify project performance.
- Monitor key project metrics on an ongoing basis to identify successes and opportunities.
- Effectively support application with multiple WFM and ACD providers, and champion design and strategy to streamline functions and processes as providers are consolidated.
- Other duties as assigned.
Qualifications:
- Minimum of 2-3 years of experience in workforce and/or application admin experience
- Familiarity with SaaS call center software strongly preferred
- Intermediate Excel knowledge required
- Clear understanding of workforce management concepts, challenges, and goals
- Strong execution, strategic-thinking, and influencing skills
- Ability to identify issues and opportunities and develop solutions with little oversight
- Ability to work with a high sense of urgency
Shift Timings: Night Shift-(5.30 PM - 2.30 AM IST / 8.00 AM - 5.00 PM EST).
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