Technical Support Senior Analyst

Actisure Technical Support Senior Analyst - GIH Career Band: 3 Position: Technical Support Senior Analyst Role Overview We are seeking a dedicated and skilled Technical Support Analyst to join our team, providing critical support for our Policy Administration System, Actisure.

Actisure is used across multiple locations worldwide and is a core system underpinning key operational business processes. As such, maintaining system stability and availability with minimal disruption is essential. In this role, you will be responsible for monitoring, maintaining, and troubleshooting incidents, service requests, and system changes required by the business, ensuring smooth and efficient day-to-day operations.

This includes providing particular focus on system performance during overnight batch processing. You will analyse issues, develop recommendations for resolution and system improvement, and work closely with other IT teams to implement fixes and deliver projects for GIH.

The role operates within an Agile environment and requires strong collaboration with global teams, often working to tight deadlines. You will also play a key role in delivering projects, contributing to system enhancements, and ensuring configurations continue to meet business and operational needs through close partnership with stakeholders and technical teams.

Main Duties / Responsibilities Control and manage the configuration of Actisure across environments Liaise with partner departments and fulfil their set-up requirements Document and maintain configuration processes Assist and provide advice for testing functionality/process changes Advise staff/departments of new processes (provide training where necessary) Document new processes Assist in resolution of production support issues via ServiceNow Escalate issues to third parties where necessary via partner ticketing system Investigate systems' ability to administer new products/processes/business requirements Set up, control, and manage batch jobs Take part in business projects where Actisure is an integral part Create and maintain Actisure output documents Acceptance testing and user acceptance testing for Actisure releases Investigate integration issues from Actisure to other platforms Pricing reviews – update Actisure twice yearly and investigate pricing anomalies Create/run queries in SQL for reporting/troubleshooting Attend and participate in daily stand-ups, retrospective meetings, and PI planning events Keep user stories and tasks updated in JIRA Use Azure DevOps (ADO) to promote Actisure releases through environments from DEV to Production Understand security roles in Actisure Experience Required Bachelor’s degree in a relevant field or equivalent work experience required 5+ years’ work experience in technical/application/production support Planning, organisation, and problem-solving skills are essential Incident management experience Proficiency in a range of PC applications, including Word and Excel Ability to work to tight deadlines SQL Azure DevOps JIRA Knowledge of expatriate healthcare products, procedures, and systems would be beneficial PowerShell is not required but would be beneficial Skills Business acumen Conflict management Creativity Cross-cultural agility Perseverance Managing through systems Ability to prioritise activities and meet deadlines Ability to understand overall perspective while being attentive to detail Ability to work on own initiative without close supervision Good logical and problem-solving skills Curiosity and imagination Ability to work in a team Strong task management skills 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.