NTRODUCTION TO EVERNORTH:
Evernorth Health Services India, established in Hyderabad in 2024, is an innovation hub for Evernorth Health Services, the pharmacy, care and benefits division of The Cigna Group. The innovation hub will support innovation-focused areas, such as generative AI, product development, process improvement, analytics, and software engineering across The Cigna Group and its businesses. Evernorth Health Services India builds on The Cigna Group's existing presence in India.
About Evernorth Health Services:
Evernorth Health Services (Evernorth) is the pharmacy, care and benefits solution division of The Cigna Group - a Fortune 16 global health company with 75,000 employees, 186 million customers in more than 30 countries and jurisdictions around the world. Evernorth exists to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. We do this by creating and connecting premier health services offerings, such as benefits management, pharmacy, care solutions, insights and intelligence.
About Cigna:
The Cigna Group is a global health company committed to improving the health and vitality of individuals and communities around the world and includes products and services marketed under its Cigna Healthcare and Evernorth Health Services subsidiaries. Cigna Healthcare is the health benefits provider of The Cigna Group, serving customers and clients through its U.S. Employer, U.S. Government, and International Health business. Evernorth Health Services is the pharmacy, care and benefits solution division of The Cigna Group.
Infrastructure Engineering Analyst - HIH - Evernorth
Operations & AI Automation Analyst (ITIL)
Position Overview:
You will partner with service owners, application teams, operations, and monitoring/observability partners to keep services healthy and continuously improve ITSM workflows. You will support ITIL-based processes Event/Incident/Problem/Change/Request/Knowledge) and contribute directly to automation delivery—building scripts, workflow automations, and AI-assisted solutions (e.g., ticket summarization/triage, knowledge drafting, alert enrichment) to improve speed, quality, and consistency of operations. You will also help define measures of success (MTTR/MTTA, backlog, change success rate) and produce clear reporting for stakeholders.
This is a hands-on position with visibility to the highest levels of Evernorth℠ management who are motivated to see the successful results of our efforts. The solution focuses on enabling this change using the latest technologies and development technique.
This Role Supports Operational Excellence By Helping Teams Follow ITIL Processes, Analyze Trends, And Implement Practical Improvements That Increase Stability, Reduce Repeat Issues, And Improve Customer Experience. Key Responsibilities Include:
- Establish, promote, and uphold best practices for Operational Readiness across teams and projects.
- Analyze, mitigate, and manage risks tied to new application deployments in production, aiming to boost reliability and minimize risk.
- Lead Incident and Request management processes, including ticket triage, detail validation, routing to the right teams, and status communication.
- Enable and oversee operational processes using leadership-driven metrics, continuous improvement initiatives, and comprehensive documentation.
- Own and maintain readiness and resilience policies to support operational excellence.
- Develop and manage compliance platform code that enforces policy checks within CI/CD pipelines and Change Management systems.
- Build and administer an exception handling process to ensure approved deviations are properly documented and reflected in policy checks.
- Monitor and report leadership metrics to guide ongoing improvement and adapt operational strategies.
- Maintain accurate documentation and records to ensure compliance and facilitate audits.
- Apply AI generalist approaches—including prompt engineering for ticket summarization, automating routine tasks, developing simple scripts, experimenting with basic machine learning/NLP prototypes, and leveraging copilots—to increase operational efficiency and innovation.
- Ensure appropriate governance and oversight of all AI and automation initiatives for security, privacy, and compliance.
- Follow security, privacy, and compliance requirements when handling data, automation, and AI tooling
Education:
- Bachelor's degree in Information System Management, Informatics or similar combination of education and experience
Experience:
- 1–4 years of experience in IT operations, IT service management (ITSM), , or a similar role
- Working knowledge of ITIL processes (Incident, Problem, Change, Request, Knowledge); ITIL Foundation certification is a plus
- Comfort working with cross-functional teams and clearly communicating status, risks, and next steps
- Exposure to monitoring/observability tools such as Dynatrace and Splunk (or similar)
- Basic understanding of Configuration Management/CMDB concepts and Change controls
- Hands-on exposure to ServiceNow (or similar ITSM tool) for ticketing, workflows, knowledge, and reporting
- Excellent oral and written communication skills.
- Demonstrated teamwork, curiosity, and willingness to learn new tools and processes
- Demonstrated ability to prioritize workload and meet project deadlines.
- Ability to identify automation opportunities in operational workflows and support implementation of improvements with SMEs
- AI generalist knowledge: ability to use GenAI tools safely (prompting, summarization, classification) and/or basic scripting/automation (e.g., Python/PowerShell) to improve operational efficiency
Skills:
- Strong written and verbal communication skills; able to document incidents/changes and create clear knowledge articles
- Solid knowledge of ITIL principles
- Ability to provide metrics tracking operational performance and quality of services
- Ability to communicate status and insights clearly to technical and non-technical stakeholders
- Continuous improvement mindset: document pain points, propose small fixes, and help implement changes through ITIL processes
- Familiarity with basic reliability concepts (SLAs/SLOs), alert triage, and post-incident reviews
- Basic understanding of AI/ML and GenAI concepts (LLMs, embeddings, RAG, evaluation) and responsible AI practices
- Ability to build small automations and prototypes (scripts, workflows, or copilots) and validate outcomes with users/SMEs
- Strong interest in continuous learning through coursework, certifications, and hands-on practice (ITIL, ServiceNow, cloud fundamentals, AI)
- Data visualization
Equal Opportunity Statement
Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
