Operations Senior Analyst - HIH - Evernorth
Content Operations Senior Analyst
About Enterprise Print & Distribution
Enterprise Print & Distribution is a collaborative, mission driven division built on a strong culture of teamwork, accountability, and continuous improvement. We believe in progress over perfection, moving forward with intention, learning from every challenge, and always raising the bar on quality. Our teams show up for one another and for our business partners, clients, and members with a shared commitment to service excellence. Whether we’re executing critical communications, safeguarding accuracy, or enhancing operational workflows, we take pride in delivering reliable, high-quality results that strengthen trust across the enterprise.
About the Role
The Content Operations Senior Analyst is a key driver of content configuration, release execution, and operational excellence within Enterprise Print & Distribution. In this role, you will lead multi-component content set up and configuration, enhance quality and workflow efficiency, and operate with a high degree of independence and judgment. You’ll serve as a trusted advisor for cross content platforms, owning optimization strategies and influencing how teams prepare, deliver, and manage content across the enterprise.
This role is ideal for someone who thrives in a fast-paced operational environment, enjoys solving ambiguity with structure, and excels at translating business requirements into accurate, scalable content configuration solutions. You will partner closely with cross-functional teams-including operations, product partners, technology groups, and campaign teams-to ensure content is configured accurately, tested thoroughly, and released with precision.
Examples of Deliverables
Set Up data variables in associated tables and systems
Fully rendered document
Provide feedback and insights on workflow, SOPs, and preventive measures
Completion of Jira cards for content configuration requests
What You’ll Do
Content Set-Up Configuration:
Own the end-to-end configuration of complex, multi-component content across platforms, ensuring accuracy, completeness, and alignment with business requirements.
Interpret inputs, map data variables, and prepare configuration structures that support accurate mail-merge, content logic, and operational workflows.
Apply sound judgment and work independently to structure ambiguous requirements into reliable, scalable configuration solutions.
Champion Quality:
Partner with operations, campaign teams, and technology groups to design validation steps, execute test plans, and confirm readiness before release.
Detect data issues or configuration discrepancies early, escalating only when necessary, and ensuring root cause insights are captured and addressed.
Proactively identify patterns, defects, or workflow risks and implement process or configuration adjustments that prevent recurrence.
Operate with a Continuous Improvement Mindset:
Maintain clean, consistent documentation-including SOPs, configuration steps, and operational references-to ensure repeatability and to reduce error rates.
Assess workflow and content setup processes to uncover inefficiencies and propose measurable improvements.
Contribute to operational enhancements by recommending automation, simplification, or optimization opportunities based on recurring patterns and analysis.
Ensure Adherence to Standards:
Enforce content governance and configuration standards by validating inputs, variable mappings, logic structures, and templates to ensure adherence to defined conventions prior to work progression
Identify deviations from standards early, document them clearly, and drive resolution through corrective action and preventive measures to reduce recurring issues.
Support onboarding and alignment of peers by curating, updating, and socializing standards, SOPs, and best practice workflows, maintaining consistency across content operations.
What You Need to Do the Job
Education
Bachelor’s degree or equivalent experience, with demonstrated capability to independently execute configuration focused operational work.
3-5 years of relevant experience in content configuration operations supporting complex communication builds.
Technical & Analytical Skills
Strong proficiency configuring multi-component content, mapping data variables, and interpreting complex inputs to build accurate, scalable content structures.
Ability to identify, flag, and troubleshoot configuration or data issues early, using analytical thinking to prevent downstream defects.
Solid understanding of operational tools, platform behaviors, and mail-merge mechanics that support recurring content execution.
Foundational to mid-level analytical capability to assess workflow outputs, review test results, and identify improvements to logic, data mapping, or configuration structures.
Demonstrated experience using SQL to extract, analyze, and validate data in support of content configuration and operational workflows.
Experience with Customer Communication Platforms; i.e. MessagePoint, Quadient, Blue Relay, etc. is a plus
Advanced proficiency in Microsoft Word and Excel, with the ability to build structured documents, leverage advanced formatting, and use complex formulas, functions, and data analysis tools. Analysis tools.-analysis tools.
Operational & Execution Capabilities
Exceptional attention to detail and accuracy to ensure error-free configuration, variable mapping, and content setup across multiple platforms.
Ability to manage complex, configuration heavy workloads, prioritize deliverables, and operate independently while meeting deadlines in a dynamic environment.
Comfort working within and continually improving SOPs, documentation frameworks, and repeatable configuration processes.
Communication & Collaboration
Clear, proactive communication skills to partner effectively with operations, technology, campaign teams, and production partners during testing, validation, and release cycles.
Ability to ask clarifying questions, escalate concerns thoughtfully, and support cross-team coordination that ensures accurate, timely releases.
Strong collaboration mindset to help define test plans, validate readiness, and contribute to preventive controls with cross-functional partners.
Leadership & Professional Skills
Demonstrated independence, sound judgment, and decision making, especially when structuring ambiguous requirements into reliable configuration solutions.
Ability to influence quality outcomes by identifying risks early, proposing solutions, and helping teams adopt standards and best practices.
Strong organizational skills with consistent attention to detail and accuracy.
Growth-oriented mindset with openness to feedback, a commitment to continuous improvement, standardization, and scaling operational excellence across content operations.
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.