IT Service Senior Specialist - Continuous Improvement
Cigna 1,034 reviews - Hartford, CT

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Job Description


The IT Continuous Improvement Analyst will be responsible for interacting with team members across Enterprise Client Computing to define and standardize work processes and procedures, develop As-Is and To-Be flow diagrams and assist in process training and implementation. Analyze existing processes and procedures to continuously improve efficiency and accuracy and identify where controls are needed to yield higher quality. Study, analyze, and develop standard operations processes for the department and/or business unit. Review and edit communications announcing introduction of and changes to client products. Review and edit operations procedures. Define, implement and monitor standards for documents and document storage. Develop and maintain team web or Sharepoint site for storage of process, procedures and templates. The Continuous Improvement Analyst needs to be knowledgeable and experienced in process mapping and continuous improvement techniques and methodologies..


Track and report process improvement results and progress; develop, monitor, and report on various project actions, to include: sampling plans, sample size determination, survey development and analysis, and control chart application, interpretation, and specification limits

Maintain, analyze, and report metrics of continuous improvement projects

Lead efforts to develop and document process standards and best practices

Provide guidance and leadership when managing process changes

Manage the integration of new and special projects (new communications products, etc.) into standard business processes

Become a Subject Matter Expert in Cigna IT, specifically Enterprise Client Computing, Operations processes

Coach others on how to apply continuous improvement methodologies

Assist team members in general process improvement techniques and methodologies as a subject matter expert (SME); leads projects to include: waste reduction, workflow improvements, process mapping, analysis to eliminate failures, etc. Apply problem solving processes (i.e., Plan Do Check Act (PDCA) and Define Measure Analyze Improve Control (DMAIC))

Promote a culture of continuous improvement and efficiency

Effectively communicates across all levels of Enterprise Client Computing to gain consensus prior to implementing new and/or changes to processes and procedures

All job-related duties as assigned.. Requirements


Bachelor's degree or higher strongly preferred in computer science, management, IT or related field.

ITIL certification is required and project management certification is preferred.

5-8 years of work experience.

3 years of demonstrated leadership experience preferred.

In-depth experience in process mapping and continuous quality improvement is required.

Established track record with making cross-functional decisions impacting business processes.

Ability to communicate with and manage expectations of people in a cross-functional environment.

Resourceful and flexible when necessary, with sense of urgency and initiative.

Strong working knowledge of IT operations and support organizations.

Experience with other process frameworks and methodologies is a plus.

Strong problem-solving, organizational and analytical skills.

Proficient at working in a fast-paced, complex, dynamic, business environment.

Expert skill level using Microsoft Office Suite with ability to utilize moderately complex formulas, pivot tables, charts, etc.

Experience in publishing and managing a Sharepoint site. Experience in web development is a plus.

Exceptional oral and written communication skills.

Ability to use sound judgment.

Ability to manage time and workload effectively which includes planning, organizing, and prioritizing with attention to details.

Preferred Certifications:
Quality Improvement Associate; Six Sigma Green Belt or Black Belt; ITIL or similar certification.

About this company
1,034 reviews
Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security....