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Milliman · 1 day ago

Service Desk Analyst II - IntelliScript (Remote)

United States

Full-time

Remote

Entry, Mid Level

$55K/yr - $85K/yr

2+ years exp

Milliman is a respected consultancy that develops innovative software-as-a-service products for various sectors including insurance and health IT. The Service Desk Analyst II will support internal and external customers by reviewing service requests, providing prioritization and support, and ensuring optimal service delivery through effective communication and problem resolution.

AnalyticsConsultingInsurTech

H1B Sponsor Likely

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)

Qualification

DatadogCloud environment (AWS/Azure/GCP)Service Desk experienceAtlassian suite (Jira/Confluence)Windows serverActive DirectoryNetworkingEffective communicationProblem solvingTeamworkContinuous learningReliability

Required

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

Preferred

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

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.

Company

Milliman

Glassdoor3.9

Milliman is a risk management, benefits, and technology firm that offers insurance and retirement services.

Founded in 1947

Seattle, Washington, USA

1001-5000 employees

http://www.milliman.com

H1B Sponsorship

Milliman has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (36)

2024 (18)

2023 (21)

2022 (29)

2021 (23)

2020 (27)