2 Jobs At Cigna

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1. Technical Customer Support Analyst

2. Data Engineering Lead Analyst

Technical Customer Support Analyst

Job Type: Full Time
Qualification: BA/BSc/HND, Diploma
Experience: 3 - 5 years
Location: Nairobi
Job Field: ICT / Computer

About the Job

Cigna, a global health insurance company, is expanding its operations and is seeking an experienced Technical Customer Support Analyst to join its Nairobi team. The successful candidate will work within the Technology, Engineering, and Operations function.

Reporting to the Service Desk Team Leader, the role will provide technical and operational assistance, as well as account administration support, to the Service Desk team.

The ideal candidate should be a strong performer who is organized, curious, systematic, and genuinely interested in technology and delivering quality service.

The position follows a hybrid working arrangement, with approximately 66% of working time spent at the Cigna office and 34% working remotely.

Main Duties and Responsibilities

• Deliver technical assistance to users working both onsite and remotely.

• Install, configure, maintain, and provide support for end-user devices under IMAC activities.

• Monitor and manage IT Service Desk incidents and service requests through the call management system.

• Administer user access to different systems and applications.

• Identify opportunities to enhance service quality and improve the efficiency of team processes.

• Handle incidents in accordance with the service targets and SLA requirements.

• Escalate system outages and other significant issues to the IT End User Services Team Leader.

• Prioritize and distribute incoming requests among the relevant IT Support teams.

• Provide remote support every third Saturday, from 8:00 AM to 1:00 PM.

• Work remotely from Monday to Friday, from 4:00 PM to midnight, every sixth week.

Required Skills and Experience

• 3-5 years of experience working within an IT support environment.

• Degree or Diploma in Information Technology or a related discipline.

• Strong knowledge of incident management.

• Experience using call management systems.

• Proficiency in Microsoft Office applications.

• Experience supporting and building Windows 11 environments, including both operating systems and PC hardware.

• Knowledge of Active Directory.

• Experience providing Citrix support.

• Knowledge of SCCM.

• Experience maintaining Exchange accounts.

• Understanding of networking and patching.

Desirable Skills

• ITIL Foundation certification.

• Microsoft certification.

• Experience with ServiceNow.

• Knowledge of Avaya Telephony.

About You

• Ability to communicate information clearly and effectively.

• Strong written and verbal communication skills, with the ability to correspond professionally and efficiently.

• Positive, proactive, and willing-to-help attitude with a strong focus on delivering excellent customer support.

Data Engineering Lead Analyst

Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 5 years
Location: Nairobi
Job Field: Data, Business Analysis and AI; ICT / Computer

The Position

The International Health Data Engineering team is a key part of Cigna's International Health Delivery Services organization. The team manages the company's Data Integration Hub, which collects information from multiple sources, including policy administration systems, and distributes it to a wide range of downstream users and systems.

The team plays an important role in supplying data for major initiatives, including web portals and numerous internal and external integrations.

In this role, you will help develop, maintain, and enhance existing data systems while contributing to the standards and approaches used to build and code data-driven solutions. You will also have opportunities to share your technical knowledge and ideas while continuously developing your skills through training and learning.

The position will involve collaboration with teams across different technology areas and geographical locations.

Core Responsibilities

• Assist with designing, developing, testing, and maintaining ETL processes and data integration solutions.

• Investigate and resolve issues associated with SQL Server.

• Collaborate with senior database developers to capture requirements, develop technical solutions, and participate in project meetings and workshops.

• Create and implement T-SQL and SSIS changes for both routine business activities and project-related work.

• Develop and document data mapping solutions in collaboration with business and technical stakeholders to determine appropriate approaches.

• Support scheduled releases and monitor regular data-processing batches.

• Identify and recommend improvements to code, tools, and team working practices.

Essential Skills and Experience

• At least 5 years of experience developing and supporting SQL Server solutions.

• Advanced knowledge of T-SQL, including the ability to create complex stored procedures, views, and functions.

• Strong knowledge of database principles, query optimization, and performance tuning.

• Practical experience creating ETL processes using SSIS.

• Knowledge of both OLAP and OLTP environments.

• Excellent analytical and problem-solving abilities, including the ability to reverse engineer complex code.

• Experience working within Agile development environments.

Highly Desirable Skills

• Exposure to C# and Python programming.

• Familiarity with modern data engineering platforms and technologies such as PySpark and Databricks.

• Basic knowledge of cloud technologies and services.

• Experience with source-control tools such as Git and CI/CD practices.

• Exposure to AI-assisted development platforms such as GitHub Copilot, Cursor AI, or comparable tools.

• Previous experience working with health insurance or healthcare-related data.

Application

• Technical Customer Support Analyst

• Data Engineering Lead Analyst