Software Engineering Advisor
Location
Morris Plains, NJ | United States
Job description
Please note - to apply for this role, you must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
- Coordinate the resolution of External Client & Internal Cigna Prior Authorization issues on a day to day basis.
- Interact with multiple teams including Account teams, BPO teams, TPO teams, SE teams, Operations teams, CEM teams, EOCC, and associated IT teams in pursuit of Incident Management resolution issues.
- Leverage Prior Authorization SME knowledge to streamline Incident Ticket resolution.
- Interact with the software development team to identify root cause of Client incidents. Leverage Pega System & Architecture domain knowledge.
- Lead the offshore support ream daily activities. Set daily priorities.
- Guide and coach onshore and offshore team members in resolving production issues.
- Provide 24x7 support of Critical Incidents.
- Assist with on boarding new team members. Provide Pega & process flow training.
- Closely manage alert monitoring for the production environment to identify issues before user impacts are observed.
- Responsible for status reporting of urgent issues to Leadership as well as escalating issues to the stakeholders in pursuit of timely resolutions.
- Understand business impact for issues through daily interactions with users. Identify enhancement opportunities within the application suite bringing them to the Product Owners attention for remediation.
- Hold the root cause analysis discussions for identified production issues. Coordinate with multiple internal & external vendor teams. Closely track RCA discussions to drive them to resolution.
- Provide guidance to team members to ensure production issues are resolved and communicated to stakeholders within SLA requirements
Essential Functions :
- Support for C360 & OnePA Prior Authorization application suite.
- Resolve Production Tickets within defined SLA limits.
- Resolve escalated Managed Incidents.
- Reply as a C360 SME to C360 Prior Authorization Inquiries
- Provide 24x7 on call Production Support
- Represent C360 IT point of view in Discussions with Operations
- Provide 1/1 Yearly Support
- Interface with C360 SE & TPO teams
Qualifications :
- Pega Architecture SME knowledge
- Java technology knowledge
- SQL knowledge
- BPM/workflow experience
- XML/HTML knowledge
- Incident & Problem Management Experience
- Service Now Experience
- Pega Certification is a plus
Education Requirements :
- Bachelor Degree in an IT function
Please note - to apply for this role, you must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email:
[email protected] for support. Do not email
[email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
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