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Technical Support Senior Analyst

The Cigna Group -
Bengaluru, Karnataka

Apply Now

Job details

Full-time
2 days ago

Qualifications

Jira
Microsoft Word
Azure
Incident management
DevOps
Technical support
.NET
SQL
Bachelor's degree
Conflict management
ServiceNow
Agile
PowerShell

Full job description

Actisure Technical Support Senior Analyst - GIH

Career Band: 3

Position:
Technical Support Senior Analyst

Role Overview

We are seeking a dedicated and skilled Technical Support Analyst to join our team, providing critical support for our Policy Administration System, Actisure. Actisure is used across multiple locations worldwide and is a core system underpinning key operational business processes. As such, maintaining system stability and availability with minimal disruption is essential.

In this role, you will be responsible for monitoring, maintaining, and troubleshooting incidents, service requests, and system changes required by the business, ensuring smooth and efficient day-to-day operations. This includes providing particular focus on system performance during overnight batch processing.

You will analyse issues, develop recommendations for resolution and system improvement, and work closely with other IT teams to implement fixes and deliver projects for GIH. The role operates within an Agile environment and requires strong collaboration with global teams, often working to tight deadlines.

You will also play a key role in delivering projects, contributing to system enhancements, and ensuring configurations continue to meet business and operational needs through close partnership with stakeholders and technical teams.

Main Duties / Responsibilities

Control and manage the configuration of Actisure across environments
Liaise with partner departments and fulfil their set-up requirements
Document and maintain configuration processes
Assist and provide advice for testing functionality/process changes
Advise staff/departments of new processes (provide training where necessary)
Document new processes
Assist in resolution of production support issues via ServiceNow
Escalate issues to third parties where necessary via partner ticketing system
Investigate systems' ability to administer new products/processes/business requirements
Set up, control, and manage batch jobs
Take part in business projects where Actisure is an integral part
Create and maintain Actisure output documents
Acceptance testing and user acceptance testing for Actisure releases
Investigate integration issues from Actisure to other platforms
Pricing reviews – update Actisure twice yearly and investigate pricing anomalies
Create/run queries in SQL for reporting/troubleshooting
Attend and participate in daily stand-ups, retrospective meetings, and PI planning events
Keep user stories and tasks updated in JIRA
Use Azure DevOps (ADO) to promote Actisure releases through environments from DEV to Production
Understand security roles in Actisure

Experience Required

Bachelor’s degree in a relevant field or equivalent work experience required
5+ years’ work experience in technical/application/production support
Planning, organisation, and problem-solving skills are essential
Incident management experience
Proficiency in a range of PC applications, including Word and Excel
Ability to work to tight deadlines
SQL
Azure DevOps
JIRA
Knowledge of expatriate healthcare products, procedures, and systems would be beneficial
PowerShell is not required but would be beneficial

Skills

Business acumen
Conflict management
Creativity
Cross-cultural agility
Perseverance
Managing through systems
Ability to prioritise activities and meet deadlines
Ability to understand overall perspective while being attentive to detail
Ability to work on own initiative without close supervision
Good logical and problem-solving skills
Curiosity and imagination
Ability to work in a team
Strong task management skills

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Apply Now

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