Technical Support Senior Analyst

Position OverviewJob TitleHIH – Technical Support Senior AnalystProvides advanced professional input to complex IT Support assignments/projects. Utilizing independent judgment and discretion, designs, develops, tests, debugs and implements moderately complex operating systems components, software tools, and utilities required for the operation, maintenance, and control of computer systems. Makes moderately complex modifications to existing software to fit specialized needs and configurations, and maintains program libraries and technical documentation. Assists in planning, scheduling and implementation. Initiates corrective action to stay on schedule. Supports and provides direction to more junior professionals. Works autonomously, only requiring "expert" level technical support from others. Exercises judgment in the evaluation, selection, and adaptation of both standard and complex techniques and procedures. Utilizes in-depth professional knowledge and acumen to develop models and procedures, and monitor trends, within Technical Support.Responsibilities:< >Perform eyes-on-glass monitoring of our IT infrastructure using a variety of business standards and proprietary toolsRaise incident tickets in response to monitoringTriage and resolve IT tickets in response to monitoring and user-reported issuesManage incident telephone calls and engage the proper teams for helping resolve incidentsDocument process, procedures, and technology used by the Enterprise Operations Command CenterCreate Standard Operating Procedures (SOPs) for the handling of IT incidents.Maintain the health of our IT environment by correlating ongoing monitoring alerts with active changes and incidentsExecutes tasks involving a degree of forward planning and anticipation of needs/issuesPartners with other teams within and outside of the org to increase the quality of alerts/INCs coming to the teamPuts forth extra effort outside of his/her key operations scheduleDesign, implement and maintain a consistent process for Scheduling Tool Agent installs/uninstalls/upgradesProvide Level 2 Support and work with appropriate vendorCommunicate and coordinate tool upgradesPerform checkout after tool upgradesProvide On call for all scheduling tool anomalies (EVN and USM)Must possess superior customer service skills and be able to communicate highly technical concepts to individuals with varying levels of technical expertise.Qualifications:Education:< >Bachelor's degree or related experienceProven track record in day-to-day production support Certification, Associates degree or higher or 3 – 5 years of IT Mainframe Operations experienceExperience:Candidates must have strong experience in the following areas:< >3-5 years of experience required3 – 5 years of general IBM Mainframe Operations experienceKnowledge of ESP, CA7, Robot, UC4Knowledge of MVS, JES, CICS, DB2, and VTAM commandsKnowledge of JCL, NDM, and FTPKnowledge of Service Now and Microsoft Office ProductsSkills:< >Problem solving skills, ability to work collaboratively with other departments to resolve complex issues with innovative solutions Ability to prioritize workload Strong ability to build partnerships with staffs and leadership at all organizational levels Seasoned and well developed independent decision-making skillsStrong customer service focusExcellent oral, written and interpersonal communication skillsFamiliarity with Health Care or PBM industry helpfulMust be highly flexible, adaptable and a self-starter with little to no leadership oversightEqual Opportunity StatementEvernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.About Evernorth Health ServicesEvernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit 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. Join us in driving growth and improving lives.