Service Desk Analyst - Mississauga, Canada - The Cigna Group

The Cigna Group
The Cigna Group
Verified Company
Mississauga, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

ESSENTIAL FUCTIONS:


  • Maintain a Product Care Centre processes that meets ITIL standards
  • Impart business knowledge to assist and support Express Scripts Canada's internal customers on daytoday system issues
  • Maintain incident management ticket queues and adhere to SLA's by setting priorities and resolving technical issues
  • Work with internal service providers to identify and resolve systemrelated issues
  • Triage end user support issues and actively work with other teams within the Information Systems to resolve in a timely manner
  • Develop and maintain documentation relating to the support process and procedures within the Business Resiliency Product Care Centre team
  • Review and update process documents and User templates on a regular basis to reflect current information and processes
  • Answer support calls and participate in an afterhours oncall rotation schedule
  • Provide remote assistance to all Express Scripts Canada locations
  • Develop and maintain good working relationships with user community with a focus on providing bestinclass support services
  • Assist with internal communications regarding systemrelated issues
  • Liaise with other internal departments as required
  • Meet all SLAs for both internal and external clients
  • Other projects as assigned by Management

QUALIFICATIONS:


  • Postsecondary degree with related job experience in insurance, customer service or computer science.
  • Experience in a technology/service desk role with a focus on providing superior customer service based on ITIL standards
  • ITIL 4 certification would be an asset
  • Knowledge of FTP, TCP/IP and its relationship to feed transmission and receipt is an asset.
  • Bilingualism in French & English both written and verbal
  • Excellent problem solving skills to assist users in resolving issues and setting customer expectations
  • Excellent time management skills to be able to handle multiple job functions and tickets each day
  • Good working knowledge of Express Scripts Canada operations and systems
  • A strategic thinker that can think outside the box and take the Product Care Centre to the next level
  • Ability to work effectively with internal customers and other team members
  • Flexible and adaptable to working additional hours and/or overtime
  • Job requires precise finger/hand movements while working with a keyboard

Express Scripts Canada is a Cigna company
Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company


Cigna Corporation (NYSE:
CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve.

Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.


About Express Scripts Canada
Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment.

We provide Active Pharmacy services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually.

Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.


We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace.

By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.


We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

More jobs from The Cigna Group
See all jobs of The Cigna Group