SeniorFull TimeEN
About Cigna:
Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.
Our mission is to improve the health, well‑being, and peace of mind of those we serve.
You’ll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.
We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.
Role Overview:
We are seeking a dedicated and skilled Production Support Senior Analyst to join our team. In this role, you will provide critical support for our Policy Administration System that runs on the IBM i platform. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the production support team ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe.
Key Responsibilities:
Provide technical support for the Policy Administration System on the IBM i platform.
Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
Ability to work as part of a shift rota. (This may include occasional weekend work for big projects)
Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
Create and maintain documentation for processes, procedures, and problem resolutions.
Participate in system upgrades, patches, and other maintenance activities.
Communicate effectively with stakeholders, providing updates and status reports as necessary.
Use Jira for issue tracking and project management.
Use ServiceNow for incident management, change management, and service request fulfilment.
Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.
Qualifications/Knowledge of:
Proven experience in a production support role, preferably within a healthcare or insurance environment.
Strong knowledge and experience with IBM i (AS/400) platform.
Proficiency in SQL and RPG is highly desirable.
Experience with Jira and ServiceNow for issue tracking and service management.
Excellent problem-solving skills and attention to detail.
Ability to work independently and as part of a global team.
Strong communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
Experience working in an AGILE environment.
Ability to read/speak English.
Diploma or Bachelor’s degree in IT, or related field
Preferred Qualifications:
Experience with policy administration systems. (preferred, but not essential)
Familiarity with ITIL or other IT service management frameworks.
Prior experience in the healthcare or insurance industry. (preferred, but not essential)
About The Cigna Group
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.
