IT Service Analyst

We are seeking a proactive and detail-oriented professional to join our Service Excellence Team. This role will lead IT Disaster Recovery (DR) events, ensure audit-ready documentation, and support the delivery and improvement of IT service metrics across the department. Working closely with the current IT DR Lead and the Data & Analytics Lead, you will play a key role in driving operational resilience and service excellence across a complex, multinational IT environment.

Key Responsibilities

• Execute IT Disaster Recovery events across the organisation, working in-person with stakeholders to ensure successful delivery, accurate documentation, and timely closure of all actions.

• Own and manage our Service Impacting Release (SIR) window, ensuring the process is followed rigorously and all efforts are made to minimise risk, maintaining our strong track record of successful releases.
• Execute the planning, coordination, and execution of IT DR events across critical business services.
• Ensure all documentation and evidence from DR events is complete, accurate, and audit ready.
• Collaborate with the current IT DR Analyst to learn, deliver, and enhance the IT DR programme.
• Maintain and evolve the IT DR testing schedule, including tabletop exercises and scenario-based testing.
• Identify and manage DR plan owners and coordinators for Tier 1 and Tier 2 applications and services.
• Maintain and update DR records and artefacts in relevant systems (e.g., JIRA, ServiceNow, CMDB).
• Drive continuous improvement in DR processes and documentation, ensuring alignment with regulatory and industry standards (e.g., DORA).
• Work closely with the Data & Analytics Lead to understand IT service delivery metrics and identify opportunities to improve team efficiency and processes within the department.
• Apply critical thinking to assess the impact of proposed process changes across the organisation.
• Build strong relationships with stakeholders across IT, Risk, BCP, and technical teams.
• Ensure actions from DR events are tracked, owned, and completed in a timely manner.
• Support the development of a culture of accountability, pace, and attention to detail.

Required Skills & Experience

• Proven experience leading or coordinating IT Disaster Recovery events in a complex, regulated environment.
• Strong planning and organisational skills, with the ability to manage multiple priorities and stakeholders.
• Demonstrated attention to detail and a commitment to timely, high-quality delivery.
• Familiarity with ITSM processes and service delivery metrics in a multinational organisation.
• Experience with agile ways of working and tools such as JIRA.
• Strong critical thinking and problem-solving skills able to challenge assumptions and assess downstream impacts of change.
• Excellent written and verbal communication skills, with the ability to influence and collaborate across teams.
• Available to work weekends to execute DR events
• 5+ years of experience in IT service delivery, service management, or process improvement within a technology function.
• 3-5 years of relevant experience in an IT Disaster Recovery role within a large or complex organisation.
• Proven ability to execute structured processes, manage stakeholders, and deliver high-quality documentation in a fast-paced environment.
• Experience interpreting and acting on IT service metrics, with a strong understanding of ITSM frameworks (e.g., ITIL) and tools such as ServiceNow.

Desirable Skills

• Experience with ServiceNow, CMDB, or Onspring.
• Understanding of DORA and/or other regulatory requirements related to IT resilience.
• Exposure to SaaS vendor management and evidence gathering for audits.
• Knowledge of IT Risk Management practices.

About The Cigna Group