Innovative Workforce Optimization Specialist

4 days ago


Hyderabad, Telangana, India Evernorth Health Services Full time
About Evernorth

Evernorth Health Services, a division of The Cigna Group (NYSE: CI), specializes in creating cutting-edge pharmacy, care, and benefits solutions to enhance health outcomes and vitality. We continuously innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions.

Role Overview

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 involves system administrator tasks, maintaining systemic rules for the SaaS application, troubleshooting and resolving reported issues, and escalating as necessary. It also requires innovative thought and execution to contribute to continued expansion and utilization of the software, ongoing optimization to refine systemic rules, and meeting the needs of supported businesses.

Key Responsibilities

  • Serve as Subject Matter Expert on Intradiem technology, assisting work efforts that will elevate Cigna to secure advanced new releases of use cases driving 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 primary point of contact for investigating inquiries, 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.

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.

Estimated Salary Range: $70,000 - $90,000 per annum.



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