The Business Resiliency Coordinator role is responsible for coordinating the change control process including review of changes ensuring accuracy, completeness and compliance, the facilitation of CAB meetings, communication, reporting and conducting/reporting Production Defect Review (PDR) for all failed changes and is responsible for App Support functions such as the maintenance and executions of SOPs, ACCUMs and investigations.
This role will also be asked to work outside of normal business hours to complete Sanity Testing during production changes and disaster recovery validation testing during recovery exercises or actual crisis events.
This role works directly with multiple teams, management levels, disciplines, technologies, and business groups.
Review Changes, checking for accuracy, completeness and compliance
Facilitate the change management process which includes:
Coordinating Change Advisory Board (CAB) calls
Scheduling the CAB meetings
Prepare CAB agenda and completing Change Management reporting and metrics
Maintain and provide process/tool training
Follow-up on Emergency Changes to ensure they are categorized correctly
Participating in monthly Change Review and Validation meeting with IT and PMO Management
Review and provide comments to annual update of Change Management SOP
Test validation and support for any Cherwell changes related to Change Management
Participate in internal and external audits, as required
Participate in implementation planning meetings
Ensure Implementation plan is provided by the change initiator is complete with assigned names
Provide co-ordination of the release to controlled environments (CT, Prod, DR)
Resolve all assigned incidents in a timely manner
Work with the project teams and IT to co-ordinate releases requiring Release Management assistance
Maintain a high level of customer support and ensure customers are supported efficiently and effectively
Maintain and execute the required SOPs, this includes the annual review of the SOPs under App Supports control, to meet our SLAs
Maintain and execute the required ACCUMs, to meet our SLAs
Working with the Business Resiliency Specialist to complete any required investigations, to meet our SLAs
To support the Business Resiliency Service Desk, as required
Assisting the Business Resiliency leader in:
completing the required validation testing during recovery exercises and actual crisis events
May be required to :
assist the Senior Manager, Business Resiliency during a disaster declaration.
this position can be asked to work outside the normal working hours
Related University Degree or College diploma in Computer Science or related field preferred
3 to 5 years in Change Management or related experience
ITIL V3 foundation certification is required
Strong organizational skills and effective communicator in both written and verbal interactions
Ability to prioritize workload
Ability to work effectively with other groups / departments
Strong customer relations skills.
Excellent written and verbal communication skills
Knowledge of business continuity/disaster recovery, nice to have
Ability to work a flexible schedule, sometimes outside of normal business hours, to accommodate project deadlines, change releases, recovery exercises and crisis events
Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.
When you work with Cigna, you’ll enjoy meaningful career experiences that enrich people’s lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.