Vacancies at Cigna

About the job

Cigna, a leading global health insurer, is experiencing an exciting period. We are looking to recruit an experienced Technical Customer Support Analyst in Nairobi. The successful candidate will be a member of the Technology, Engineering, and Operations group.

Reporting to the Service Desk Team leader, you will provide operational support and account administration to the Service Desk team.

The successful candidate will be a high-performing individual who is methodical, inquisitive, and passionate about technology and service.

You will work about 66% from the Cigna office and 34% from home.

Main duties and responsibilities

• Provide technical support to onsite and remote users.
• Install, configure and support (IMAC) end-user devices.
• Manage/monitor IT Service Desk Incidents and Service Request via the call management system.
• Manage User system access for various applications.
• Identify ways to improve the quality of the service provided and/or the efficiency of the processes within the team.
• Ensure all incidents are managed following targets set out in SLA.
• Escalate any issues/ outages to the IT End User Services Team leader.
• Prioritising and allocating all requests within IT Support teams.
• Working every 3 weeks on Saturday from 8 AM until 1 PM (from home).
• Working every 6 weeks (Mon-Fri) from 4 PM until midnight (from home).

Required Skills

• 3-5 years of experience within an IT support team
• Degree/Diploma in IT or relate field
• Incident management skills
• Experience with a call management system
• Experience with Microsoft Office
• Windows 11 support and build experience. ( both OS and pc hardware)
• Active Directory
• Citrix Support
• SCCM
• Exchange account maintenance
• Networking & patching

Desirable Skills

• ITIL Foundation certified.
• Microsoft certification.
• Experience with Service Now.
• Avaya Telephony

About You

• Communicate clearly and effectively.
• Excellent communication skills and be able to correspond efficiently and effectively. This includes both verbal and written formats.
• A positive ‘can-do’ attitude with a strong commitment to customer support.

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The Position

The International Health Data Engineering team sits at the heart of the International Health Delivery Services organization and is responsible for Cigna's Data Integration Hub, which ingests data from multiple sources, including all the policy admin systems, and makes it available to numerous downstream consumers. The team is central to provisioning the data behind a range of key initiatives, including all the web portals and multiple integrations, both internal and external.

As a member of this team, you will contribute to the development and maintenance of our existing systems, as well as establishing how our data-driven solutions are developed and coded. You will be encouraged to contribute your own ideas and expertise, as well as to keep your skills up to date through training and learning.

You will have the opportunity to engage with multiple teams across a number of different technological disciplines and geographical locations.

Core Responsibilities

• Support the design, development, testing, and maintenance of ETL processes and data integration solutions.
• Troubleshoot and help resolve SQL Server-related issues.
• Work closely with senior database developers to document requirements, design technical solutions, and attend project workshops and meetings.
• Develop changes in T-SQL and SSIS for both "business as usual" and project work streams.
• Model and document data mapping solutions, working with business and technical teams to decide on the best approach.
• Assist with regular releases and monitor scheduled data processing batches.
• Proactively suggest improvements to code, tools, and ways of working.

Essential Skills

• Minimum of 5 years' experience in developing and supporting SQL Server solutions.
• Expertise in T-SQL, including writing complex stored procedures, views and functions.
• Strong understanding of database concepts and experience with query optimization and performance tuning.
• Experience of developing ETL routines utilising SSIS.
• Knowledge and experience of OLAP and OLTP environments.
• Excellent problem-solving skills and a flair for reverse engineering complex code.
• Experience working with Agile development methodologies.

Highly Desirable

• Exposure to C# and Python.
• Familiarity with modern data engineering technologies, such as PySpark and Databricks.
• Basic experience with cloud technologies and services.
• Exposure to source control (e.g. Git) and CI/CD practices.
• Exposure to AI-assisted development tools such as GitHub Copilot, Cursor AI, or similar technologies.
• Experience working with health insurance or healthcare data.