[Remote] Service Desk Analyst II - IntelliScript (Remote)

Note: The job is a remote job and is open to candidates in USA. Milliman IntelliScript develops data-driven SaaS products for insurance, health IT, and life sciences clients. The Service Desk Analyst II supports internal and external customers by reviewing, prioritizing, troubleshooting, and escalating service requests while monitoring system health and maintaining service availability.

Responsibilities

• Provide the following first line support for all service requests:
• Prioritization of the request
• Support for the customer by attempting to resolve the issue through existing documentation, research of past requests, or other means
• Triage the request by gathering more details to assist escalation agent
• Open a ticket using Jira
• Escalate the request to the appropriate party
• Most importantly, communicate often and effectively to the requestor to meet or exceed SLA’s
• Monitor and analyze system performance and application health using Datadog, proactively identifying and escalating potential issues to ensure optimal service delivery
• Contribute to the creation as well as ongoing maintenance of knowledgebase articles, procedures, and other documentation
• Ensure a high level of system and infrastructure availability within agreed upon internal SLA’s
• Continually identify automation opportunities
• Ensure compliance with all system security requirements
• Will be on-call (rotation basis)

Skills

• 2+ years of experience in a Service Desk or Help Desk role(s)
• Prior hands-on experience with Datadog for observability
• Experience within a cloud environment (AWS preferred but open to Azure and GCP)
• Customer-centric approach to finding solutions
• Troubleshooting experience in a rapidly changing environment
• Effective communication skills
• The ability to understand, apply, and stay current with technical knowledge, concepts and practices
• Can effectively work as part of a team, including the ability to collaborate, build relationships, and contribute to a positive team dynamic
• Ability to assess and manage moderate risk to achieve goals
• Ability to identify and analyze problems, generate and evaluate creative solutions, and implement effective solutions
• Effectively conveys detailed information and produces well-structured written communications
• Regularly engages in professional development, demonstrates adaptability to new ideas, and integrates new knowledge into daily tasks
• Generates various ideas and solutions for moderately complex problems and explores multiple approaches independently
• Identifies relevant information needs, gathers necessary data, and begins to diagnose moderately complex problems
• Understands moderately complex systems and identifies patterns and connections
• Reliably meets deadlines for moderately complex tasks
• Individual(s) must be legally authorized to work in the United States without the need for immigration support or sponsorship from Milliman now or in the future
• Continued education and/or advanced degree(s)
• Knowledge of Windows server, Hyper-V, Active Directory, firewalls, and networking
• Familiarity with Microsoft SQL Server
• Experience supporting the Atlassian suite (Jira/Confluence)
• Experience in environments subject to HIPAA and/or PCI regulations
• Experience in software-as-a-service, actuarial science and/or insurance underwriting industry

Benefits

• The position is open to remote work; applicants must be willing to travel to the Milliman office in Brookfield, WI up to four times a year.
• Skills training and career development
• Learning and mentoring opportunities
• Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners
• Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges
• 401(k) Plan – Includes a company matching program and profit-sharing contributions
• Discretionary Bonus Program – Recognizing employee contributions
• Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses
• Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis
• Holidays – A minimum of 10 paid holidays per year
• Family Building Benefits – Includes adoption and fertility assistance
• Paid Parental Leave – Up to 11 weeks of paid leave for employees who meet eligibility criteria
• Life Insurance & AD&D – 100% of premiums covered by Milliman
• Short-Term and Long-Term Disability – Fully paid by Milliman

Company Overview