HIH - Infrastructure Engineering Senior Advisor – IT **ABOUT EVERNORTH:** Evernorth℠ exists to elevate health for all, because we believe health is the starting point for human potential and progress. As champions for affordable, predictable and simple health care, we solve the problems others don’t, won’t or can’t. Our innovation hub in India will allow us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference. We are always looking upward. And that starts with finding the right talent to help us get there. **Position Overview:** Provides counsel and advice to top management on significant IT Support matters, often requiring coordination between organizations. Provides a relationship management role with internal/external service providers to the IT organization. Interprets internal or external issues and recommends solutions/best practices. Focuses on providing thought leadership and technical expertise across multiple disciplines. Recognized internally as “the go-to person” for the most complex IT Services assignments. **Section 3: Responsibilities** Clearly outline the primary duties and tasks associated with the role. Use action verbs (i.e., lead, drive, analyze, assess, research, etc.) to convey expectations. **Responsibilities** The Problem Management Problem Analyst is accountable for driving availability by being responsible for eliminating risks to the availability of IT systems. In this role you will partner with technical SMEs and uncover root cause of major incidents, then defining and closing gaps of technical risks in the environment. The Problem Analyst is aligned with domain subject matter experts and will partner to organize, escalate, ensure leadership visibility on outstanding risks, and preventing the recurrence of managed incidents in the environment. The Problem Analyst will have exposure to senior management, technical SMEs, and the authority to escalate requests to reduce risk as quickly as possible. **Qualifications** **Required Skills** + Direct oversight of critical problems (i.e. problems related to critical managed incidents) in the Problem Management Process Management including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents. + Empower resources involved in the Problem Management lifecycle by removing roadblocks and engaging management to facilitate completion of tasks. + Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process. + Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets + Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data + Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews + Establishing rapport and close collaborative relationship with the service managers and production support leads and have high level familiarity with the applications and services. + Visibility at a senior management level, including presenting critical problems at daily and weekly review with senior management. + Monitoring the Problem Management process, using Key Performance Indicators (KPIs) and reports + Awareness of the customer’s business priorities, objectives and business drivers to help prioritize root cause identification and elimination against those priorities and objectives. + Coordinating interfaces between Problem Management and other IT Service Management (ITSM) processes + Ensuring data accuracy and currency for Problem tickets. + Strong Resource Management skills to provide oversight into resources involved in the Problem Management process. + Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process. + Good influencing and negotiation skills to lead matrixed teams. + Ability to exhibit technical agility and ability in all supported areas. + Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary. **Competencies** + Customer Focus + Managing Vision and Purpose + Organizational Agility + Technical Agility + Perseverance + Interpersonal Savvy + Problem Solving **Qualifications** + Exposure to several Service Desk support models + Demonstrated ability and experience in providing cross-organizational leadership + Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness) **Required Experience & Education:** + 13-16 years of total experience required. + 4-6 years of progressive hands-on ITIL experience (ITIL Foundation v4 required) + 2-3 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management + BA/BS degree or higher strongly preferred in Computer Science or related degree. **Location & Hours of Work** **Equal Opportunity Statement** _Evernorth is an Equal Opportunity Employer actively encouraging and supporting organizationwide 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 Services** Evernorth 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.