IT Service Lead Analyst

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health, well-being, and peace of mind of those we serve.

You'll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.

We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

About the Role

As a IT Service Lead Analyst, you will be responsible for driving visibility and understanding of operational performance across International Health Technology application production support. You will define meaningful performance measures, maintain reporting and dashboards, identify trends and risks, and provide actionable insights that support better decision-making and continuous service improvement.

Reporting to the Head of Service Management & Operational Readiness, you will work closely with application owners, support teams, service management functions, and technology leadership to ensure performance data leads to meaningful action.

What You'll Do

• Define, maintain, and improve the service performance KPI framework for application production support.

• Develop and manage dashboards, reporting packs, and executive-level performance summaries that provide clear and actionable insights.

• Monitor and analyze service metrics including SLA performance, backlog, ticket aging, reopens, queue health, incident trends, and service stability indicators.