About Cigna

Let us tell you a little more about us. Cigna exists to improve lives. Together, with our 72,000 employees worldwide that service Cigna, Express Scripts and other affiliate customers, we aspire to transform health services, making them more affordable and accessible to millions.

When you work with us, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? Join us to find out.

About the Job

Cigna is seeking an experienced IT Service Desk Team Leader to join our team in Spain (Madrid). If successful, you will join a well-established organization that is passionate about delivering excellent service to our internal business units.

Key Responsibilities:

Successfully leading the IT Service Desk team, instilling a customer service culture, and motivating team members to achieve their goalsFostering client relationships and developing a culture of trust with our internal clientsProvide a point of service escalationImprove team processes to meet applicable service level agreementsConduct quarterly reviews with all team members, including goal-settingSupport the Service Delivery Manager in service planning, reporting and continuous improvementProvide direct customer support by phone, email, and remote support toolsQuickly and accurately determine incident scope and impact, whilst tracking issues to resolutionMonitor and drive improvements to our Knowledge Management systemCollaborate with your peers in other Cigna offices.

Key Skills / Experience Required:

Experience with high volumes of ticket management, configuration, and asset management systemsExcellent written and verbal communication skills (Spanish and English)Excellent reporting and documentation skillsSupportive, customer-focusedChallenging beyond the team to obtain the right outcomesYou will collaborate closely with other delivery teams to execute any opportunities for continual improvementExperience in the typical incident and major incident management processes, including experience in acting as the main point of contact for senior stakeholders during major incidentsStrong influencing and communication skills and an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallelPerform follow-up on incidents with users to ensure customer satisfactionBe a bridge between customers and the internal technical teamsReport on client performance, KPI / usage / bottlenecks

Key Skills / Experience Desired:

ITIL Qualified

Why should you join Cigna?

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

We are constantly investing in, improving and innovating our global technology stack. Right now we are investing in Cloud, AI & ML as well as working heavily with Agile and DevOps methodologies.

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 both internal and external training, collaborate within Cigna's Salesforce guild and with other developers/administrators and much more.
 

FLEXIBILITY – We are a truly flexible business. We offer remote / home working as well as flexible start/finish times. We pride ourselves on being able to offer a true work/life balance for all of our employees.

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: SeeYourselfEMEA@cigna.com for support. Do not email SeeYourselfEMEA@cigna.com for an update on your application or to provide your resume as you will not receive a response.