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.

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.

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. Identify service risks, recurring issues, performance deterioration, capacity concerns, and workload imbalances through trend analysis. Support monthly and quarterly service review forums by providing performance commentary, recommendations, and follow-through on agreed actions. Partner with ServiceNow and reporting teams to improve reporting quality, dashboard design, automation, and reporting consistency. Drive continuous improvement by supporting reporting optimization, self-service reporting capabilities, and measurement of improvement initiatives.

Experience defining and managing KPIs, dashboards, and operational reporting within technology or service operations environments. Strong ability to analyze service data, identify trends, and translate findings into practical recommendations. Experience using ServiceNow reporting, dashboards, queues, or service management datasets. Understanding of ITIL-aligned service operations, including incident, request, problem, and change management metrics. Ability to communicate performance insights effectively to operational teams and senior stakeholders. Experience working with cross-functional technology and service management teams.

Soft Skills Strong analytical thinking and sound judgment. Clear written and verbal communication skills. Ability to present performance insights in a simple and meaningful way. Strong attention to detail and commitment to reporting accuracy. Ability to challenge data quality concerns and reporting assumptions constructively. Outcome-focused approach with strong ownership and follow-through. Technical / Functional Skills Service performance management and KPI development. Operational reporting and dashboard management. Service data analysis and trend identification. ServiceNow reporting and performance monitoring. Service review governance and performance tracking. Continuous service improvement planning. Reporting