IT Operations Analyst II

Milliman • New York, NY

3d • Hybrid

About The Position

Practice Support Services (PSS) is seeking an IT Operations Analyst II to provide advanced support, lead the resolution of complex and escalated technical issues, and deliver secure, scalable improvements across IT operations. The role combines Level 2 and Level 3 support with AI-enabled service improvement, workflow automation, endpoint management, compliance, and operational documentation. The successful candidate will translate recurring support and operational challenges into reliable automated solutions while maintaining strong security, governance, auditability, and customer service standards.

This hybrid position is based at Milliman’s Manhattan, NYC or Atlanta, GA office. The employee is required to work from the selected office four days a week. This is a full-time, non-exempt role, with eligibility for overtime after 40 hours of work per week. Applicants must be legally authorized to work in the United States without current or future immigration support or sponsorship from Milliman.

Requirements

• At least 5 years of hands-on experience in desktop support, IT operations, systems administration, or endpoint management.
• Advanced experience with Windows, Microsoft 365, Active Directory, and ITSM platforms.
• Strong PowerShell skills, including error handling, secure credential handling, and maintainable code.
• Hands-on experience building automations or integrations with workflow tools, APIs, or JSON.
• Practical understanding of generative AI, including its limitations, privacy risks, and the need for human validation.
• Experience with change management, audit evidence, patching, and ITSM practices.
• Excellent communication, prioritization, and mentoring skills in a global, distributed team.

Nice To Haves

• Experience with Intune, SCCM, Autopilot, Jamf, Power Automate, or Power Apps.
• Working knowledge of macOS.
• Experience with Microsoft Copilot or other enterprise AI tools, including use-case design and governance.
• Experience with PowerShell, Git, and release practices for scripts and automations.
• Experience leading small technical projects and handing them off to operational support.

Responsibilities

• Own and resolve complex Level 2 and Level 3 incidents and service requests across Windows, identity, endpoint, collaboration, application, hardware, and office technology environments.
• Lead technical investigations, root-cause analysis, problem management, and corrective actions for recurring or high-impact issues; document findings and communicate clearly with stakeholders.
• Drive escalated tickets to resolution, working with other IT teams and vendors.
• Mentor Level 1 support staff on troubleshooting methods, escalation criteria, and knowledge transfer.
• Participate in an on-call rotation for after-hours and weekend support when required.
• Find and prioritize opportunities to use AI and automation to reduce manual work and speed up resolution.
• Design, build, test, and maintain automations for endpoint management, software deployment, identity tasks, reporting, and compliance evidence using PowerShell, Power Automate, and approved AI tools.
• Prototype AI-assisted support use cases such as ticket summarization and knowledge retrieval, with human review built in.
• Apply responsible AI and security practices, including data boundaries, least privilege, change control, and human approval for consequential actions.
• Measure automation results in terms of time saved, resolution time, and reliability, and document each automation with runbooks and rollback plans.
• Lead or contribute to enterprise IT projects, pilots, and migrations.
• Deploy, secure, and support Windows endpoints, and manage patching, software distribution, inventory, and asset lifecycle.
• Support change control and annual audits, review compliance reports, and coordinate remediation.
• Maintain onboarding and offboarding workflows with HR, Facilities, and Information Security.
• Keep documentation and knowledge articles current and collaborate with IT and business teams across time zones.

Benefits

• Medical, dental, and vision coverage for employees, dependents, and domestic partners.
• Employee Assistance Program (EAP) providing confidential support for personal and work-related challenges.
• 401(k) plan with company matching and profit-sharing contributions.
• Discretionary bonus program.
• Flexible Spending Accounts (FSA) for dependent care, transportation, and eligible medical expenses.
• Paid Time Off (PTO), accruing from 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.
• A minimum of 10 paid holidays per year.
• Family building benefits, including adoption and fertility assistance.
• 11 weeks of paid parental leave for employees who meet eligibility criteria.
• Life insurance and AD&D, with premiums fully covered by Milliman.
• Short-term and long-term disability, fully paid by Milliman.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed