Service Desk Analyst II - IntelliScript (Remote)

Milliman•Brookfield, WI

21d•Remote

About The Position

The Service Desk Analyst II supports internal and external customers by reviewing incoming service requests from IntelliScript departments, prioritizing requests, providing first-line support, and escalating issues as needed. The role works closely with business and IT employees to resolve issues, fulfill requests for information or access, and communicate effectively with requestors to meet or exceed service-level agreements. The analyst monitors system performance and application health using Datadog, identifies and escalates potential issues, contributes to knowledgebase articles and other documentation, helps maintain system and infrastructure availability within internal SLAs, identifies automation opportunities, and ensures compliance with system security requirements. The role participates in an on-call rotation. This is a remote, full-time, non-exempt, overtime-eligible position. Applicants must be willing to travel to the Milliman office in Brookfield, Wisconsin, up to four times a year. Overtime eligibility begins after 40 hours of work. Applicants must be legally authorized to work in the United States without current or future immigration support or sponsorship from Milliman.

Requirements

At least 2 years of experience in a Service Desk or Help Desk role.
Prior hands-on experience with Datadog for observability.
Experience in a cloud environment; AWS is preferred, with Azure and GCP also considered.
Customer-centric approach to finding solutions.
Troubleshooting experience in a rapidly changing environment.
Effective communication skills.
Ability to understand, apply, and stay current with technical knowledge, concepts, and practices.
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 solutions, and implement effective solutions.
Ability to convey detailed information effectively and produce well-structured written communications.
Regular engagement in professional development, adaptability to new ideas, and integration of new knowledge into daily tasks.
Ability to generate ideas and solutions for moderately complex problems and independently explore multiple approaches.
Ability to identify relevant information needs, gather necessary data, and begin diagnosing moderately complex problems.
Ability to understand moderately complex systems and identify patterns and connections.
Reliably meet deadlines for moderately complex tasks.
Willingness to travel to the Milliman office in Brookfield, Wisconsin, up to four times a year.
Legal authorization to work in the United States without needing immigration support or sponsorship from Milliman now or in the future.

Nice To Haves

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, including Jira and Confluence.
Experience in environments subject to HIPAA and/or PCI regulations.
Experience in software-as-a-service, actuarial science, and/or the insurance underwriting industry.

Responsibilities

Review and prioritize incoming service requests from IntelliScript departments.
Provide first-line customer support, attempting to resolve issues using documentation, prior requests, research, or other means.
Triage requests by gathering details to support escalation.
Open tickets using Jira and escalate requests to the appropriate party.
Communicate frequently and effectively with requestors to meet or exceed SLAs.
Monitor and analyze system performance and application health using Datadog, proactively identifying and escalating potential issues.
Create and maintain knowledgebase articles, procedures, and other documentation.
Help ensure system and infrastructure availability within agreed-upon internal SLAs.
Identify opportunities for automation.
Ensure compliance with system security requirements.
Participate in an on-call rotation.

Benefits

Medical, dental, and vision coverage for employees, dependents, and domestic partners.
Employee Assistance Program (EAP).
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 accruing from the first day of work; full-time employees accrue 15 days per year.
At least 10 paid holidays per year.
Adoption and fertility assistance.
Up to 11 weeks of paid parental leave for eligible employees.
Life insurance and AD&D, with premiums fully covered by Milliman.
Short-term and long-term disability, fully paid by Milliman.
Skills training, career development, learning, and mentoring opportunities.