Technical Support Lead Analyst - Cigna Healthcare

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Skills you'll use

What you'll do

• 1. Incident & Request Management
• Manage and resolve incidents, service requests and support-related changes through ServiceNow in line with agreed processes and service levels.
• Act as the primary Level 2 escalation point for issues raised by L1 support teams.
• Investigate, triage and progress issues promptly to minimise business impact and reduce service disruption.
• Maintain clear ticket ownership, timely updates, accurate categorisation and high-quality resolution notes.
• Communicate clearly and professionally with business users, application owners and support stakeholders on issue status, impact and next steps.
• 2. Technical Troubleshooting & RCA
• Analyse and troubleshoot application and platform issues using RPG code knowledge, IBM i operational understanding, logs, job output and system diagnostics.
• Perform root cause analysis for incidents and recurring issues, documenting findings clearly and accurately.
• Provide clear defect analysis, reproduction steps, technical evidence and support context where permanent fixes require L3 development involvement.

Who can apply

• Technical Skills
• Strong working knowledge of the IBM i / AS400 / iSeries platform.
• Strong RPG, RPGLE or RPG IV knowledge for code analysis, troubleshooting and incident investigation.
• Good understanding of SQL and DB2 for i.
• Working knowledge of CL, job control concepts, logs, queues, batch processing and system diagnostics.
• Experience with batch processing, job scheduling and operational recovery.
• Experience using IT service management tools, with ServiceNow preferred.
• Experience using issue tracking or Agile delivery tools, with Jira preferred.

About Cigna

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