Job description
Role Overview
Service Management Senior Analyst at Cigna, based in Riyadh, KSA. This role leads and governs all IT Service Management (ITSM) processes across the organization, ensuring stability, performance, and continuous improvement of IT services through effective management of incident, change, and service processes.
Company Overview
The Cigna Group is dedicated to improving the health and vitality of those it serves. Through divisions Cigna Healthcare and Evernorth Health Services, the company is committed to enhancing the lives of clients, customers, and patients.
Role Purpose
Ensure the stability, performance, and continuous improvement of IT services through effective management of incident, change, and service processes while maintaining alignment with ITIL best practices, internal governance, and business expectations. Work closely with infrastructure, application, and business teams to deliver reliable service and optimal customer experience.
Key Responsibilities
Incident Management
- Own and lead end-to-end incident management ensuring timely resolution and communication.
- Manage major incident handling, root cause analysis completion by stakeholders with relevant teams, and preventive action tracking.
Change Management
- Own and manage Change Management processes and service request management.
- Collaborate with stakeholders and CISO on change management lifecycle including CAB processes and risk assessment.
- Ensure all changes are properly documented, approved, and tracked.
Service Performance & Monitoring
- Monitor service performance against SLAs and OLAs and drive continuous improvement.
- Produce service reporting dashboards and communicate performance to stakeholders.
- Act as the primary interface between IT and business stakeholders on service performance.
ITSM Process Governance
- Own and manage ITSM processes including Incident Management, Change Management, and Service Request Management.
- Ensure adherence to ITIL framework and enterprise governance standards.
- Maintain CMDB accuracy, governance, and configuration integrity.
ServiceNow & Configuration Management
- Manage and optimize ServiceNow (SNow) ITSM modules.
- Support IT service continuity planning including disaster recovery readiness.
Risk & Stakeholder Management
- Identify risks impacting service availability and implement mitigation actions.
- Coordinate with vendors and third-party providers to ensure service delivery standards.
- Create and lead service management communication strategy.
Qualifications & Experience
- Bachelor's degree in Information Technology, Computer Science, or related field.
- ITIL certification (mandatory).
- Minimum 5+ years of experience in IT Service Management.
- Proven experience in Incident Management and Change Management.
- Strong experience with ServiceNow (SNow) platform.
- Familiarity with CMDB management and IT service governance.
- Must be based in Riyadh, KSA.
Skills & Competencies
- ITIL Service Management Processes (Incident, Change, Service Requests).
- ServiceNow (SNow) ITSM modules.
- CMDB management and service configuration control.
- SLA monitoring and service performance reporting.
- Service continuity and disaster recovery practices.
- Stakeholder and vendor management.
- Communication and collaboration.
- Problem-solving and analytical thinking.
- Strong governance and organizational skills.
Additional Information
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 reasonable accommodation is required in completing the online application process, contact SeeYourselfEMEA@cigna.com for support.