Service Desk Analyst II - IntelliScript (Remote)
About The Position
The Service Desk Analyst II supports internal and external customers by reviewing incoming service requests from IntelliScript departments, prioritizing and troubleshooting issues, and coordinating escalation as needed. The role works closely with IntelliScript business and IT employees and focuses on responsive, effective communication and service delivery in accordance with internal SLAs. The position monitors system performance and application health, maintains support documentation, helps ensure availability and security, and identifies opportunities for automation. It is remote, with travel to the Brookfield, Wisconsin office up to four times a year, and includes participation in an on-call rotation.
Requirements
- At least 2 years of experience in a Service Desk or Help Desk role.
- 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.
- Legally authorized to work in the United States without requiring immigration support or sponsorship from Milliman now or in the future.
- Willingness to travel to the Milliman office in Brookfield, Wisconsin, up to four times a year.
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
- Prioritize incoming service requests and provide first-line support by attempting resolution through documentation, research of past requests, or other means.
- Gather additional details to triage requests and assist escalation agents.
- 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 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 coverage, fully paid by Milliman.
- Skills training, career development, learning, and mentoring opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
