Service Desk Analyst II – IntelliScript

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Deliver first-line support for all incoming service requests.

• Assess and prioritize requests as they come in.

• Assist customers in resolving issues through documentation, research of previous requests, or other methods.

• Triage requests and collect necessary information for escalation.

• Create tickets using Jira.

• Forward requests to the appropriate department as needed.

• Maintain effective communication with requestors to ensure service level agreements (SLAs) are met or exceeded.

• Monitor and evaluate system performance and application health utilizing Datadog.

• Identify and escalate potential issues proactively.

• Contribute to the development and upkeep of knowledgebase articles, procedures, and documentation.

• Guarantee system and infrastructure availability in accordance with internal SLAs.

• Recognize opportunities for automation.

• Ensure adherence to system security protocols.

• Participate in a rotating on-call duty schedule.

• Collaborate with IntelliScript business and IT staff while supporting both internal and external customers.

⛳️ Requirements

• A minimum of 2 years of experience in a Service Desk or Help Desk position(s).

• Prior hands-on experience with Datadog for system observability.

• Experience in a cloud environment; AWS is preferred, but Azure and GCP are also acceptable.

• Customer-focused mindset when devising solutions.

• Proven troubleshooting experience in a fast-paced environment.

• Strong communication abilities.

• Familiarity with Windows Server, Hyper-V, Active Directory, firewalls, and networking.

• Knowledge of Microsoft SQL Server.

• Experience with the Atlassian suite (Jira/Confluence).

• Experience working in environments governed by HIPAA and/or PCI regulations.

• Background in software-as-a-service, actuarial science, and/or the insurance underwriting industry.

• Ongoing education and/or advanced degrees are preferred but not required.

• Must possess legal authorization to work in the United States without the need for immigration support or sponsorship, now or in the future.

• Willingness to travel to the Milliman office in Brookfield, WI, up to four times a year.

• Participation in a rotating on-call schedule is required.

🏝️ Benefits

• Comprehensive 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).

• Paid Time Off (PTO) with full-time employees accruing 15 days per year.

• A minimum of 10 paid holidays annually.

• Family Building Benefits, including assistance for adoption and fertility.

• Up to 11 weeks of paid parental leave for eligible employees.

• Life Insurance & Accidental Death & Dismemberment (AD&D) with 100% of premiums covered by Milliman.

• Short-Term and Long-Term Disability insurance, fully paid by Milliman.

• Opportunities for remote work.

• Skills training, career development, and mentoring opportunities.

• Participation in Employee Resource Groups (ERGs).