Service Desk Analyst II - IntelliScript (Remote)

Milliman•Brookfield, WI

5d•$54,900 - $97,865•Remote

About The Position

What We Do Milliman IntelliScript is a group of a few hundred experts in fields ranging from actuarial science to information technology to clinical practice. Together, we develop and deploy category-defining, data-driven, software-as-a-service (SaaS) products for a broad spectrum of insurance, health IT and life sciences clients. We are a business unit within Milliman, Inc., a respected consultancy with offices around the world. Candidates who have their pick of jobs are drawn to IntelliScript’s entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every single person has a voice in our company, and we challenge each other to push the outer limits of our full, diverse potential. And, we’ve shown sustained growth that ensures you’ll have room to grow your skillset, responsibilities, and career. Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company, and learn more about our cultural values here . Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our website to learn more about Milliman’s commitments to our people, diversity and inclusion, social impact, and sustainability. What this position entails The Service Desk team is innovative and collaborative. Working closely with the rest of IntelliScript’s business and IT employees, the Service Desk Analyst II will act as a consultant to support internal and external customers reporting issues, requesting information, access, and other services. The primary role of the Service Desk Analyst II is to review incoming service requests from all IntelliScript departments and provide prioritization, support, and escalation as needed.

Requirements

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
Technical Expertise: the ability to understand, apply, and stay current with technical knowledge, concepts and practices
Teamwork: can effectively work as part of a team, including the ability to collaborate, build relationships, and contribute to a positive team dynamic
Risk Mitigation: ability to assess and manage moderate risk to achieve goals
Problem Solving: ability to identify and analyze problems, generate and evaluate creative solutions, and implement effective solutions
Communication: effectively conveys detailed information and produces well-structured written communications
Continuous Learning: regularly engages in professional development, demonstrates adaptability to new ideas, and integrates new knowledge into daily tasks
Ideation: generates various ideas and solutions for moderately complex problems and explores multiple approaches independently
Diagnostic Information Gathering: identifies relevant information needs, gathers necessary data, and begins to diagnose moderately complex problems
Conceptual Thinking: understands moderately complex systems and identifies patterns and connections
Reliability: reliably meets deadlines for moderately complex tasks

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 (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

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)

Benefits

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 12 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.