IT Process Governance Lead
1 month ago
About Evernorth:
Evernorth Health Services is a leading provider of pharmacy, care, and benefits solutions. We are dedicated to improving health and increasing vitality for millions of people.
As an IT Process Governance Lead, you will play a critical role in providing counsel and advice to top management on significant IT Support matters. This will involve coordinating between organizations and maintaining relationships with internal/external service providers to the IT organization.
Key Responsibilities:
- Incident & Request Management Process Ownership: Governance, root cause mitigation, and new capability implementation designed to improve colleague experience with technology.
- Partnership with power users, colleague experience teams, and operations command centers to develop and support a positive product experience.
- Collaboration with problem management teams to uncover themes developing into major incidents and identify root causes to mitigate business disruption proactively.
Day-to-day responsibilities include governance of the Incident and Request process through monitoring of KPIs, providing awareness to technology leaders on opportunities for improvement, proactive review of data for meaningful insights, and prioritization of new requests against the backlog of existing work.
Requirements:
- Strong written and verbal communication skills with the ability to interact with all levels of the organization.
- Ability to work independently with a passion for investigating opportunities for improvement.
- Strong influencing/negotiation skills.
- Strong interpersonal/relationship management skills.
- Strong time and project management skills.
- Familiarity with ServiceNow reporting, including Performance Analytics.
- Familiarity with agile methodology, including SCRUM team leadership.
**Estimated Salary:** $120,000 - $150,000 per annum (dependent on location and experience).
Location: Afternoon shift (1:00 PM - 10:00 PM IST / 2:30 AM - 11:30 AM EST / 3:30 AM - 12:30 PM EDT)
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