Production Support Technical Analyst

**Job Title**: Technical Analyst (Production Support & QA)

**Location**: Riyadh

**Reports to**: CIO - KSA

**Job Summary**:
**Key Responsibilities**:
**Production Support Management**:

- Act as the primary point of contact for production incidents, ensuring prompt investigation and resolution.
- Monitor and maintain system performance, addressing issues to minimize downtime.
- Collaborate with development teams to identify, troubleshoot, and resolve production problems.
- Track and document incidents, root causes, and solutions.

**Systems Analysis**:

- Conduct thorough systems analysis to assess existing functionality, identify areas for improvement, and document technical requirements.
- Work closely with stakeholders to understand business needs and translate them into technical specifications.
- Review system configurations and processes to ensure they align with business objectives.
- Propose and design system enhancements or optimizations to improve overall efficiency.

**Quality Assurance Support**:

- Collaborate with QA teams to define and execute test cases, ensuring that new features and fixes are properly validated.
- Participate in system integration, regression, and user acceptance testing (UAT) to ensure the stability and functionality of the system.
- Identify gaps in testing processes and recommend improvements.
- Ensure proper documentation of test results, defects, and resolutions.

**Collaboration & Communication**:

- Work closely with cross-functional teams, including developers, QA engineers, and business stakeholders, to ensure alignment.
- Clearly communicate system changes, technical details, and production support status to non-technical stakeholders.
- Manage relationships with third-party vendors and service providers as needed for system support.

**Continuous Improvement**:

- Identify opportunities for automation in the production support process.
- Contribute to the continuous improvement of systems and processes by proposing innovative solutions.

**Key Objectives**:

- Ensure timely resolution of production issues to minimize downtime and disruption to business operations.
- Provide detailed systems analysis and technical documentation that clearly outlines functional requirements.
- Support QA testing to ensure the delivery of high-quality system releases.
- Maintain excellent communication and collaboration across teams to drive successful project outcomes.

**Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, or related field.
- 3-5 years of experience in technical analysis, production support, systems analysis, or a related role.
- Strong knowledge of systems architecture, software development processes, and QA testing practices.
- Experience with production support tools, issue tracking software (e.g., Jira, ServiceNow), and testing frameworks.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills, with the ability to work effectively with both technical and non-technical stakeholders.

**Preferred Skills**:

- Experience with scripting languages (e.g., Python, Shell) and automation tools.
- Knowledge of database management (SQL, NoSQL) and cloud infrastructure.
- Familiarity with DevOps practices and tools (CI/CD, containerization).

**About The Cigna Group**

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re 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. Join us in driving growth and improving lives.
- Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._