The job profile for this position is Technical Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. The Technical Support Senior Analyst is responsible for automating, maintaining, and enhancing the Facets Booklet System (FBS), which supports customer booklets and certificates. You’ll collaborate with regulatory and product teams to convert legislative and business requirements into system solutions. You’ll automate manual processes and work across multiple authoring systems as needed What You’ll do: - Support a custom Cigna-built system using BPL, a procedural programming language based on C that interfaces with Unix. - Design, code, test, and debug BPL programs to update language and functionality within the Facets Booklet System. - Perform system analysis and Case Installation Tool (CIT) mapping, translating CIT variables into FBS variables. - Review and implement state and federal legislation, product enhancements, and regulatory text provided by the State Filing team, ensuring accuracy and compliance. - Insert and maintain approved content within the FBS database, validating alignment with product and regulatory requirements. - Participate in operational initiatives and process improvement projects to enhance efficiency, service quality, and system performance. - Provide technical support and training guidance to Facets Contract Analysts for booklet support and cross‑functional partners regarding FBS functionality and processes. What you’ll need for this role: - High School Diploma or GED, required, bachelor’s degree in computer science or technology, preferred. - 3+ years technical and product knowledge experience, strongly preferred. - 3+ years case installation, contract analysis, and state legislation exposure, strongly preferred. - Demonstrated high‑level attention to detail for complex project assessment, disciplined testing, and precise technical coding, required. - 1+ year technical experience related to Facets, BPL, CRISP and Linux, preferred - Working knowledge of basic logical coding concepts, required. - Desirable skills include knowledge of booklet production using FBS, strongly preferred. - Basic knowledge of UNIX navigation and command line execution, strongly preferred - Strong Technical proficiency in MS Excel, Word, and Adobe Acrobat, required and MS Access preferred. - Proven analytical, problem‑solving, and organizational skills to independently drive implementations, resolve complex defects, and track and oversee concurrent projects, required. - Excellent communication skills and the ability to drive quality results in a fast‑paced, complex matrix environment, required. 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. For this position, we anticipate offering an annual salary of 62,100 - 103,500 USD / yearly, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, click here. 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.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

• Provide advanced technical support for Docusign’s Microsoft integrations, including SharePoint, Power Automate, Dynamics, and Logic Apps • Manage and resolve escalated support cases related to API usage, embedded workflows, network issues, authentication, and system integrations • Use technical expertise to increase customer adoption and troubleshoot complex scenarios • Analyze product logs and network traces using tools such as Wireshark, Fiddler, and browser developer tools • Utilize tools like Salesforce, Jira, internal admin consoles, and logging systems to track and resolve support cases • Identify product defects and suggest improvements to enhance Microsoft-related customer workflows • Promote Docusign solutions through consultative dialogue and understanding of support needs • Meet or exceed service level goals specific to the Microsoft integration support domain

• Troubleshooting issues through log analysis and SQL queries • Collaborating with customers for quicker issue resolution • Managing tickets and ensuring timely responses • Working with cross-functional teams to resolve issues • Evaluating and suggesting improvements for support processes

• Provide technical support for platform-related issues, including troubleshooting, diagnosing, and resolving problems including account setup and configuration in a timely manner. • Monitor the performance and availability of platforms, systems, and applications to ensure optimal operation and minimal downtime. • Communicate with clients through a series of actions, either via phone, email, chat, or conference call, until they’ve solved a technical issue. • Properly escalate unresolved issues to appropriate internal teams (e.g. Software Engineers, DevOps Engineers). • Refer to internal database or external resources to provide accurate tech solutions. • Prioritize and manage several open issues at one time. • You will work on a 2-shift system.