Service Desk Analyst II - IntelliScript (Remote)
Service Desk Analyst II - IntelliScript (Remote)
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$ 60630 - 93610
1 Vacancy
Job Description
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 categorydefining datadriven softwareasaservice (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 IntelliScripts 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 weve shown sustained growth that ensures youll have room to grow your skillset responsibilities and career.
Our team is smart downtoearth and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit ourLinkedIn pagefor a closer look at our company and learn more about our cultural valueshere.
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 employeeled 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 Millimans 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 IntelliScripts 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.
What you will be doing
- 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 SLAs
- Utilize monitoring tools to proactively identify diagnose and resolve environment issues
- 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 SLAs
- Continually identify automation opportunities
- Ensure compliance with all system security requirements
- Will be oncall (rotation basis)
What we need
- 2 years of experience in a Service Desk or Help Desk role(s)
- 2 years of experience supporting the Atlassian suite (Jira/Confluence)
- 2 years of experience in an AWS environment
- Customercentric approach to finding solutions
- Troubleshooting experience in a rapidly changing environment
- Effective communication skills
What you bring to the table
- 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 wellstructured 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
Wish list
- Continued education and/or advanced degree(s)
- Knowledge of Windows server HyperV Active Directory firewalls and networking
- Familiarity with Microsoft SQL Server
- Experience in environments subject to HIPAA and/or PCI regulations
- Experience in softwareasaservice actuarial science and/or insurance underwriting industry
Location
This position will be based out of the Milliman office in Brookfield WI; however this position is open to remote work. Applicants must be willing to travel to the Milliman office in Brookfield WI as needed for PI Planning meetings and an annual company meeting.
The expected application deadline for this job is June 30 2025.
Compensation
The overall salary range for this role is $54900 $102120. For candidates residing in:
- Premium Alaska California Connecticut Illinois Maryland Massachusetts New Jersey Pennsylvania Virginia Washington or the District of Columbia the salary range is $60630 $93610.
- Notable New York City Newark San Jose or San Francisco the salary range is $65880 $102120.
- National All other locations the salary range is $54900 $85100.
A combination of factors will be considered including but not limited to education relevant work experience qualifications skills certifications etc.
Benefits
We offer a comprehensive benefits package designed to support employees health financial security and wellbeing. Benefits include:
- Medical Dental and Vision Coverage for employees dependents and domestic partners.
- Employee Assistance Program (EAP) Confidential support for personal and workrelated challenges.
- 401(k) Plan Includes a company matching program and profitsharing contributions.
- Discretionary Bonus Program Recognizing employee contributions.
- Flexible Spending Accounts (FSA) Pretax savings for dependent care transportation and eligible medical expenses.
- Paid Time Off (PTO) Begins accruing on the first day of work. Fulltime employees accrue 15 days per year and employees working less than fulltime 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.
- ShortTerm and LongTerm Disability Fully paid by Milliman.
Equal Opportunity
Milliman is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected Veteran Status age or any other characteristic protected by the law.
Required Experience:
IC
Employment Type
Full-Time
