Service Management Senior Analyst📣 Job Ad

About the Role

Cigna is seeking a Service Management Senior Analyst to join our team in Riyadh. This full-time role is central to leading and governing IT Service Management (ITSM) processes across the organization. The position ensures the stability, performance, and continuous improvement of IT services through effective management of incident, change, and service processes, aligning with ITIL best practices, internal governance, and business expectations.

About Cigna

At The Cigna Group, we are dedicated to improving the health and vitality of those we serve. Through our divisions, Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers, and patients. Joining Cigna means contributing to a mission of driving growth and improving lives.

Key Responsibilities

• Own and manage ITSM processes, including Incident Management, Change Management, and Service Request Management.
• Develop and lead the service management communication strategy.
• Ensure adherence to the ITIL framework and enterprise governance standards.
• Lead end-to-end incident management, ensuring timely resolution and communication.
• Manage major incident handling, facilitate root cause analysis completion by stakeholders, and track preventive actions.
• Collaborate with stakeholders and the CISO on the change management lifecycle, including CAB processes and risk assessment.
• Ensure all changes are properly documented, approved, and tracked.
• Monitor service performance against SLAs and OLAs, driving continuous improvement initiatives.
• Produce service reporting dashboards and communicate performance to stakeholders.
• Manage and optimize ServiceNow (SNow) ITSM modules.
• Maintain CMDB accuracy, governance, and configuration integrity.
• Support IT service continuity planning, including disaster recovery readiness.
• Identify risks impacting service availability and implement mitigation actions.
• Act as the primary interface between IT and business stakeholders on service performance.
• Coordinate with vendors and third-party providers to ensure service delivery standards.

Experience and Qualifications

• A minimum of 5 to 10 years of relevant experience in IT Service Management.
• ITIL certification is mandatory.

Work Environment and Location

This is a full-time position based in Riyadh. The Service Management Senior Analyst will work closely with infrastructure, application, and business teams to ensure reliable service delivery and optimal customer experience.

Application Process

Candidates who meet the specified requirements are encouraged to apply.