Technical Support Lead Analyst- HIH - Evernorth

Position Overview

Technical Support Lead Analyst–Collaboration Services Operations
The Technical Support Advisor role for the Collaboration Services Operations team will be responsible for day-to-day operational support incidents and requests related to the following enterprise information technologies: Collaboration, Faxing, Messaging, and Mobile Devices services. The person in this role will work closely with our engineering counterparts to maintain and support the infrastructure needed to keep our Collaboration Services highly available and secure for our internal and external Cigna colleagues. To ensure the success of the entire team, the Technical Support Advisor will need to assist with developing strategies related to endpoint management and collaborate with teams across the organization to resolve technology issues and assist with enterprise projects.

Job Overview:

• Provide administration and support of the Microsoft Exchange On-premises and Online infrastructures; Endpoint Mobility Management (EMM) systems; and Webex environments.
• Assist with the root cause analyses of managed incidents in the production environments.
• Open and review support cases with vendors to resolve minor and major product related issues.
• Document production support issues/procedures/tasks.
• Provide patching, maintenance, and support of new and existing Collaboration products and services.
• Renew security certificates for our supported applications via Venafi Certificate Management
• Proactively monitor and manage our supported products and technologies to
  ensure availability, security, and agility for the Enterprise
• Participate in 24/7 on-call support rotation, including weekends and
  holidays with the expectation of responding to all applicable EOCC managed incidents related to the Collaboration Services within SLA
• Assist with the development of automated processes for repeatable work completed by the team.
• Provide knowledge transfers to the service desk teams for common technical issues.

Education:

Qualifications:

• At least 3 years of IT engineering/support experience
• Experience with Exchange Online, Azure AD, and Office 365
• Experience using ServiceNow.
• Experience with technical writing and developing support documentation.

Responsibilities:

• Ability to establish strong internal and colleague-driven relationships and work seamlessly within a collaborative environment.
• Strong communication skills

Experience:

• High school diploma or equivalent
• Overall, 5-8 years of experience required

Skills:

• Microsoft certifications are preferred.
• Prior Exchange mailbox migration experience preferred.
• Experience with PowerShell scripting is a plus

Equal Opportunity Statement:

Evernorth 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 Services