An effective Knowledge Management strategy enables Cigna to improve how we provide exceptional customer and client experiences through digital and live channels. This role will be an active leader and contributor to Cigna's enterprise strategy for Knowledge Management.
As a member of the enterprise knowledge management team, Cigna's Salesforce Knowledge Analyst and Administrator will work as part of a team dedicated to enhancing and maximizing the value of the Salesforce Knowledge platform. This person will assist in monitoring and analyzing the system usage across multiple lines of businesses, identifying opportunities for continuous improvements, enable improvements, while mentors and supporting his/her peers.
This role is critical in delivering an exceptional customer, client and employee experience and will reports into Cigna Service Operations (SO), Operating Effectiveness (OE), Talent Readiness and Optimization (TRO), Enterprise Knowledge Management Team.
Principal Responsibilities:
- Handle on‐going customization/ alteration of Salesforce Knowledge
- Evaluate and implement selected AppExchange features
- Design, configure, and develop new features native to Salesforce, creating customer object when necessary
- Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment.
- Create new reporting capabilities and respond to ad hoc reporting requests as needed.
- Maintain documentation on all configurations and customizations related to the Salesforce org
- Monitor and analyze usage, identifying opportunities for improvement
- Provide support functions as needed.
- Justify and champion clearly defined improvements in the enterprise knowledge management platform to close the prioritized gaps
- Explore innovative opportunities to enhance the knowledge management strategy and platform
- Work as a member of the KM / KCS Agile Release Train (ART) to scope, prioritize, and deliver new features
- Build and maintain and lead strong relationships with business and IT partners
- Support the organizational change management activities to successful adopt enhancements and new releases
- Build strong partnerships with other TROQ disciplines and functional partners
- Quality and timely reporting of progress, exceptions, and project risks and issues
- Contribute to the development of KM excellence at Cigna through KM enablement activities such as mentoring, active participation in collaborative communities, and contributions to forums and websites
- Stay abreast of industry trends in the field of Knowledge Management and Salesforce, and seeks opportunities for self-directed development
Job Requirements
- 2+ years of Salesforce administration experience
- In‐depth knowledge of the standard capabilities of SFDC and have successfully expanded on those capabilities through the use of custom code (Apex, s‐controls) and/or integration with external systems.
- In-Depth knowledge of Salesforce Lightning, Security, Customization, Flow and Automation.
- Strong reporting background using standard reporting tools including standard salesforce.com reporting functionality
- Assessment and analysis experience
- Strong problem solving skills
- Change Management experience
- Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and stay focused on goals while adapting to change
- Excellent communication skills - verbal and written and training, along with excellent presentation skills able to clearly convey complex blends of business and technical matters to a range of audiences
- Influencing Skills - able to articulate points clearly and concisely; able to negotiate effectively with diverse stakeholders
- Flexibility to change course based on business needs; effectively manage and deal with change
- Ability to function in a fast-paced environment and prioritize multiple tasks under tight deadlines
- Customer orientated thinker
- Self-motivated and demonstrated ability to drive results
- Successful experience working remotely, utilizing virtual meeting and collaboration tools
- Some travel may be required (<25%)
Preferred Qualifications
- Knowledge Centered Service certification (KCS v6 Practices)
- Salesforce.com Administrator certification
- Coveo search expertise
- Service Management experience and expertise
- Agile experience
- Certified in Scaled Agile Framework (SAFe)
- Experience in Healthcare insurance highly valued
- Experience working with globally diverse teams
This position is not eligible to be performed in Colorado.
About Cigna
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.
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 you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
