IT: Technical Customer Support Analyst

About Cigna

The Cigna Group is a global health company committed to improving health and vitality. We relentlessly challenge ourselves to partner and innovate solutions for better health. Our global workforce of more than 70,000 colleagues work through Cigna Healthcare and Evernorth Health Services to fulfill our mission to improve the health and vitality of the more than 178 million customer relationships we serve in more than 30 countries and jurisdictions.

About the job

Cigna, a leading global health insurer, is experiencing an exciting period. We are looking to recruit an experienced IT Service Desk Analyst in Madrid. The successful candidate will be a member of the Technology, Engineering, and Operations group.

Reporting to the Service Desk Team leader, you will provide operational support and account administration to the IT Service Desk team.

The successful candidate will be a high-performing individual who is methodical, inquisitive, and passionate about technology and service.

You will work about full-time from the Cigna Madrid office.

Main duties and responsibilities

• Provide technical support to onsite and remote users.
• Install, configure and support (IMAC) end-user devices.
• Manage/monitor IT Service Desk Incidents and Service Request via ServiceNow.
• Manage User system access for various applications.
• Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.
• Ensure all incidents are managed following targets set out in SLA.
• Escalate any issues/ outages to the IT Service Desk Team leader.

Required Skills

• Fluent in Spanish and English, with verbal and written communication proficiency.
• Two years of experience within an IT support team
• Incident management skills
• Experience with Microsoft O365
• Windows 11 support and build experience.
• Active Directory
• Citrix Support
• SCCM
• Exchange account maintenance
• Networking & patching

Desirable Skills

• ITIL Foundation certified.
• Experience with Service Now.

About You

• Communicate clearly and effectively.
• Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal and written formats.
• A positive ‘can-do’ attitude with a strong commitment to customer support.

Why should you join Cigna?

You will get to work with a global, truly innovative and flexible Technology division growing rapidly due to continued success and massive transformation.

We are constantly investing in, improving and innovating our global technology stack.

You will join a business that truly invests in you as a person. You will be offered the opportunity to progress your knowledge and skills through internal and external training, take secondment to other teams/projects and much more.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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.