Aetna IT Portal Services Analyst in Hartford, Connecticut

Req ID: 51223BR

NOTE: External candidates are required to work in Aetna's Hartford, CT office.

Internal candidates can remain in current work arrangement


Delivery of our IT catalog through our Services Portal is the face of IT to our associates; not only does it define the user experience with IT, but it also offers us opportunities to change the way we do things, and automate processes. Join us as we continue to build an effective and engaging experience.

As a member of the IT Service Management team , you will be responsible for discovery, requirements, design and testing of IT Services deployed through an IT Services portal residing on the ServiceNow platform . As an analyst, you will interact with business services owners to understand their requirements, and will develop solutions to further the delivery of IT services in an engaging and efficient manner.

Fundamental Components:

Ability to interact with service owners, eliciting and documenting requirements that will feed the service design process Ability to interact with developers to convey service owner expectations Ability to identify areas of improvement within service owners existing process as it translates to the Aetna ITNow platform Test newly developed solutions to ensure they operate as expected for the customer and relay changes to development team Negotiate solutions that meet customer needs while adhering to the Aetna ITNow architectural standards Complete initial discovery of services with an eye towards understanding the business criticality and frequency of services, along with identifying opportunities for process improvements Complete detailed documentation and following standard team processes Develop solutions that meet service owner need, while aligning with service management objectives and strategy Excellent interpersonal and communication skills across organizations Strong facilitation and elicitation skills Ability to problem solve and present solutions Critical thinking skillsIT business analyst or systems analyst experience is desirable


Ability to work independently and adapt to changing priorities. Ability to learn customer process and identify areas to apply improvements within IT Service Management standards Ability to drive for results and meet deadlines for work completion. Ability to express customer needs to the development team, and work with developers to meet customer needs Ability to drive customer process change/improvement to achieve cost savings, operational efficiencies and/or improved customer experience. Collaboration skills with the ability to work effectively with all levels of management and staff. Excellent verbal and written communication skills. Familiarity with infrastructure operations. Strong analytical skills used to identify and resolve problems. Experience with ServiceNow is a plus


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


General Business/Communicating for Impact/FOUNDATION

Leadership/Collaborating for Results/FOUNDATION


Technology/Creating Technology Partnerships/FOUNDATION

Technology/Selecting and Applying Technology Solutions/FOUNDATION

Telework Specifications:

Option for telework will be evaluated after a certain period of employment.


Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Information Technology