Workforce Intelligence Senior Advisor

Cigna Healthcare•Carmel, IN

About The Position

Are you driven by keeping critical systems running smoothly while helping teams work smarter every day? As a Workforce Intelligence Senior Advisor, you will play a vital role in supporting and evolving platforms that power workforce planning, performance, and decision-making. You will work with ambitious and compassionate experts who value trust, ownership, and continuous learning. This role offers the opportunity to grow your technical depth, influence outcomes, and make a meaningful impact in a fast-moving environment. In this role, you will focus on stability, progress, and long-term value across Workforce Intelligence platforms.

Requirements

Minimum of 5 years of professional experience supporting enterprise applications or infrastructure
Experience supporting Windows and Linux‑based environments
Strong troubleshooting skills across complex, integrated systems
Experience with Microsoft SQL
Hands‑on experience with application and infrastructure patching and upgrade processes
Familiarity with ITSM tools and processes (such as ServiceNow or JIRA)
Ability to manage multiple priorities in a fast‑paced, changing environment
Strong communication skills, with the ability to work effectively with both technical teams and business partners
Ability to work independently while contributing as a collaborative team member
Comfort performing under pressure while resolving unexpected issues
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Nice To Haves

Bachelor’s degree in a relevant field
Familiarity with Workforce Management concepts, tools, and processes
Understanding of contact center operations, including scheduling, adherence, and performance drivers
Experience with Quality Monitoring or Quality Management programs
Experience with Workforce Intelligence or Workforce Optimization platforms (such as Verint WFO Suite, Intradiem, or Amazon Connect/AWS)
Experience supporting cloud or hybrid environments
Experience working in large‑scale enterprise application ecosystems
Exposure to environments with frequent releases, upgrades, and enhancements

Responsibilities

Ensure reliable performance and availability of Workforce Intelligence applications across on‑premises and cloud environments
Serve as a trusted advisor and primary point of contact for Workforce Intelligence platforms, guiding support and infrastructure efforts
Build strong relationships with business partners through clear communication, ownership, and follow‑through
Lead and coordinate application and infrastructure patching, upgrades, and feature deployments
Drive successful execution of environment builds, enhancements, and platform expansions
Troubleshoot and resolve complex production issues across integrated systems, partnering with internal teams and vendors
Support release management, configuration changes, and lifecycle planning to maintain consistency across environments
Proactively monitor system health and reduce risk through strong alerting, monitoring, and preventive practices
Contribute to incident and problem management, including root cause analysis and long‑term fixes
Strengthen operational readiness by creating and maintaining documentation, runbooks, and support procedures
Promote continuous improvement by identifying opportunities to enhance stability, security, and support processes
Adapt quickly as tools, technologies, and platforms evolve within the Workforce Intelligence portfolio