Aetna

Senior Analyst, Digital Operations

Work at Home, Connecticut, United States · Senior · Full-time

Sponsorship not specified$47k-$159kDetected 70 days ago

Process ImprovementCustomer SupportLeadershipCommunicationOrganizational SkillsClaims Management

About the role

Providing an exemplary experience for our members is central to this role.
This position is critical to improving the overall member experience and achieving the satisfaction that comes from fully resolving a member's issue.

Support planned and unplanned system outages by coordinating notifications, impact assessments, and ongoing communication with stakeholders.
Contribute to continuous process improvement by developing job aids, reference materials, communication templates, and participating in special projects.
Perform in‑depth triage and analysis to quickly identify root causes of complex issues impacting members, ensuring resolution within established SLAs.
Develop, document, and communicate clear workarounds and resolutions in easy‑to‑understand language for members and customer service teams.
Collaborate with peers, product teams, and cross‑functional support groups (including GPS, DMD, MEA, HRP, GPS, EWM/ACAS, and others) to deliver end‑to‑end resolution for escalated issues.
Aetna Digital is seeking a Senior Application Support Analyst to join the Member Support and Operations team.
The Senior Application Support Analyst researches, diagnoses, triages, and resolves issues reported by members related to the Aetna member website and mobile app.
Position Summary Aetna Digital is seeking a Senior Application Support Analyst to join the Member Support and Operations team.
We own the member relationship from first report through issue closure.
In this role, you will collaborate closely with cross‑functional teams on outage management, defect remediation, and continuous improvement initiatives.

Strong analytical and critical‑thinking skills, with the ability to assess complex issues under time constraints.
Excellent written and verbal communication skills, with the ability to convey technical information clearly to non‑technical audiences.

Prior experience in a customer service, claims, or IT service environment.
Our people fuel our future.
Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful.

$46,988.00 - $159,120.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.
The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience.
At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do.
Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.
To support production needs, the individual hired will have set coverage working hours, with the potential for extended shifts during peak periods (Open Enrollment).
The candidate must have advanced troubleshooting skills to address complex issues across digital, benefits, and claims platforms; serve as an escalation point beyond the Member Support and Operations team.

our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.
They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

This listing is sourced directly from Aetna's careers page and normalized into a canonical job model.