European Transplant Workflow & Tech Support Specialist

Werfen; Madrid; Hybrid; EUR 50,000 - 65,000; Full time

Benefits offered by this job

Private Medical Insurance

Educational Development Program

Hybrid working environment

Job summary

Cigna Healthcare is seeking an IBM i / AS400 Production Support Analyst (L2) to provide first-line and Level 2 application support for critical systems. The role focuses on incident resolution, service requests, monitoring, and customer communication to ensure stable operations.

You will develop deeper IBM i knowledge, SQL skills, and application support expertise, supporting overnight batch processing and daily operations in a collaborative, Agile environment.

Qualifications

• Experience supporting applications or technology services.
• Familiarity with incident management processes.
• Basic SQL knowledge and databases.

Responsibilities

• Provide first-line and Level 2 support for IBM i/AS400 applications.
• Investigate incidents and coordinate resolutions with stakeholders.
• Create and maintain knowledge articles and runbooks.
• Ensure timely updates to users and maintain high service quality.

Skills

Incident management

ServiceNow

SQL basics

IBM i / AS400

Customer service

Education

Degree in IT / Computer Science

Tools

ServiceNow

Jira

Monitoring tools

Job description

**Purpose of the Job**
Primary responsibility is to help customers to solve technical issues (post sales).
Key assignments include:
+ Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution
+ Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
+ Developing and maintaining technical Knowledge Base content
+ Timely communication to customers with focus on customer service and relationship building.
+ Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
**Job brief**
We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware.
Technical Support Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. You will use email and phone to give customers/ partners quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation.
To be familiar with IoT would be very positively evaluated to be prepared for the in-place Honeywell's strategy.
The main product responsibility will be in Niagara software support. This can be a PC based supervisor installation, or a field controller based BMS application including integration options.
The peripheral devices like I/O modules and connected field devices are part of the support.
All devices are communicating via internet and serial wired connections. Due to that, knowledge about IT infrastructure and communication protocols is needed.
To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT .). If you're naturally a helper, enjoy ...
Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.
**Principal Responsibilities**
+ Provide technical support
+ Build relationships with customers
+ Test products & software
+ Develop and share knowledge
+ Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio
+ Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars.)
+ Provide mainly post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
+ Participate and contribute to team meetings and other company meetings across the Honeywell organization.
+ Support of BMS New Product Introduction through NPI introduction programs
+ Facilitate issue identification and analysis
+ Investigate and resolve technical issues
+ Track requests resolution.
Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resources.
Build relationships with customer base and become knowledgeable about the customer's needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
Create, track and monitor CRM records for all incoming support requests. Keep the CRM system updated with current information on the support case, related activities and resolution.
Maintain and extend product knowledge by self-study and by attending relevant training sessions.
**Language Requirements**
- Fluent in **English and Spanish** , verbal and in writing.
**Technical Skills & Specific Knowledge Required**
+ Strong Customer Service & Technical support skills - ability to quickly gain customers trust and confidence.
+ **Degree in Energy, Electrical, Automation, Electronics, IT Engineering**
+ Knowledge of computers, electric & electronic concepts and devices
+ Knowledge of BMS
+ An interest in technology
+ Experience with networks and connectivity
+ Strongly preferred is a selection of the following competencies:
+ Knowledge of HVAC applications
+ Knowledge about the Niagara technology by Tridium
+ Knowledge in field devices
+ Strong problem-solving skills - ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.
+ Driving license
**Behavioral Competencies Required**
+ Growth and customer focus
+ Gets results: Proactive and resourcefulAble to drive the activities necessary to bring tasks to conclusion Must be able to multi-task, prioritize and work independently as well as in a Team environment
+ Communication skills: Excellent telephone skills Strong listening skills to really understand a customer problem or question Ability to present information clearly and concisely, in verbal and written forms.Ability to communicate and build relationships comfortably with customersExcellent writing skills. Much of the work will be written (email, documentation etc.)
+ Champions Change, continuous improvement mindset
+ Fosters teamwork and diversity, knowledge sharing mindset
+ Attitude to travel and drive (less than 10%)
**We Offer**
Salario competitivo, con revisiones periódicas en función de tu desempeño.
Programas de reconocimiento
Plataformas de formación internas y externas para impulsar tu aprendizaje y desarrollo profesional.
Redes globales de empleados que te permitirán conectar, compartir experiencias y seguir creciendo profesionalmente.
Programa de Asistencia al Empleado (EAP): servicio gratuito y confidencial de apoyo ante situaciones relacionadas con el trabajo, la vida personal o asuntos familiares.
Línea de Integridad: canal seguro, privado y confidencial para comunicar de buena fe posibles incidencias o incumplimientos en el entorno laboral.
Actividades periódicas de participación y conexión entre empleados, promoviendo un entorno de trabajo inclusivo y diverso.
Plan de pensiones con aportaciones de la empresa, para ayudarte a construir tu futuro financiero.
Acceso a seguro médico privado, incluido el reembolso de tratamientos hospitalarios previamente aprobados por la aseguradora.
Beneficios flexibles adaptados a tus necesidades, incluyendo cheques o vales de comida, guardería y transporte, así como opciones de seguro médico para familiares.
Seguro de vida con una amplia cobertura, ofreciendo protección financiera y tranquilidad para ti y tu familia
**Equal Opportunities**
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual
orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform
crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Join a team recognized for leadership, innovation, and diversity
Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world's most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector's transition from automation to autonomy.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

**About Cigna Healthcare**
Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.
Our mission is to improve the health, well-being, and peace of mind of those we serve.
Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive-ensuring your well-being and work-life balance.
We're looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.
At Cigna, you'll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you're shaping better care experiences or supporting customers through life's key moments, your work will matter.
Grow with us-and help shape the future of healthcare.
**About the role - IBM i / AS400 Production Support Analyst (L2)**
This role is responsible for providing first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform.
The analyst will focus on incident resolution, service request fulfillment, monitoring, operational support, troubleshooting, and customer communication to help ensure stable and reliable business operations.
Over time, the role provides opportunities to develop deeper IBM i technical knowledge, SQL skills, and application support expertise.
You will support the Policy Administration System running on IBM i, ensuring smooth day-to-day operations and stability, particularly across overnight batch processing and critical transaction windows.
The role operates within an Agile and ITIL-aligned environment, working closely with support, development, infrastructure, and business teams to investigate issues, coordinate resolutions, and improve service quality.
**Key Responsibilities**
**1. Incident & Request Management**
+ Manage incidents and service requests through ServiceNow
+ Perform initial investigation, diagnosis, and triage of reported issues
+ Ensure tickets are updated accurately and resolved within agreed service levels
+ Escalate issues appropriately when additional expertise is required
+ Provide timely updates to users and stakeholders regarding ticket progress
+ Support users in resolving application-related issues
**2. Application Troubleshooting & Analysis**
+ Investigate incidents using available support tools, logs, reports, and system information
+ Gather relevant information to identify the cause of issues
+ Apply logical problem-solving techniques to diagnose faults
+ Work with senior analysts and development teams to resolve complex incidents
+ Document investigation findings and resolution activities
+ Contribute to root cause analysis activities for recurring issues
**3. Operational & Batch Support**
+ Monitor application processing and operational activities
+ Support daily and end-of-day operational processes
+ Identify and report failures or processing issues
+ Assist in investigating batch processing exceptions and failures
+ Support rotational out-of-hours or on-call activities where required
**4. Monitoring & Service Health**
+ Monitor application alerts and operational dashboards
+ Respond to operational issues in accordance with support procedures
+ Identify recurring issues and trends
+ Escalate potential service risks in a timely manner
+ Support continuous improvement initiatives to improve service stability
**5. Customer & Stakeholder Support**
+ Provide professional and responsive support to business users
+ Build positive relationships with customers and support teams
+ Maintain regular communication throughout the incident lifecycle
+ Ensure users are informed of progress and resolution outcomes
+ Demonstrate strong customer service skills and a commitment to service excellence
**6. Documentation & Knowledge Management**
+ Create and maintain knowledge articles and support documentation
+ Document incident resolutions and troubleshooting steps
+ Contribute to support runbooks and operational procedures
+ Participate in knowledge-sharing activities within the team
**7. Learning & Development**
+ Develop knowledge of IBM i applications and business processes
+ Build understanding of SQL, databases, and data investigation techniques
+ Learn support tools, monitoring solutions, and operational processes
+ Participate in training and mentoring opportunities provided by senior team members
+ Progressively develop technical capabilities to support career growth within the team
**Qualifications / Knowledge / Technical Skills**
**Essential**
+ Experience supporting applications, business systems, or technology services
+ Understanding of application support and incident management processes
+ Familiarity with service management tools such as ServiceNow, Jira, or similar
+ Basic understanding of databases and data concepts
+ Ability to troubleshoot issues using a logical and structured approach
+ Strong Microsoft Office skills, particularly Excel
+ Exposure to IBM i (AS400) environments
**Desirable**
+ Basic SQL knowledge
+ Understanding of batch processing concepts
+ Experience using monitoring tools
+ Exposure to Agile or ITIL environments
**Experience**
**Essential**
+ Experience working within an Application Support, Service Desk, Operations Support, or Technology Support environment
+ Experience handling incidents, service requests, or customer support cases
+ Experience communicating with business users and stakeholders
+ Demonstrated ability to investigate and resolve technical issues
**Desirable**
+ Experience supporting enterprise applications
+ Experience within healthcare, insurance, financial services, or other regulated industries
+ Exposure to production support environments
+ Experience working within SLA-driven support teams
**Soft Skills**
+ Strong analytical and logical thinking skills
+ Excellent problem-solving ability
+ Curious and eager to learn new technologies
+ Strong customer focus and service mindset
+ Ability to work effectively under pressure
+ Good written and verbal communication skills
+ Strong attention to detail
+ Team player with a collaborative approach
+ Ability to prioritize and manage multiple tasks effectively
+ Demonstrates ownership and accountability for work assigned
**Preferred Qualifications**
+ Degree or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related discipline
+ ITIL Foundation certification (or willingness to obtain)
+ ServiceNow experience
+ Basic SQL training or certification
**Career Progression**
This role provides a pathway into more senior IBM i application support positions. Successful candidates will have opportunities to develop advanced IBM i platform knowledge, SQL capabilities, root cause analysis skills, and application troubleshooting expertise, with potential for progression.
**Why You'll Love Working here**
+ Competitive salary
+ Multicultural and hybrid working environment
+ Private Medical Insurance
+ Employee Wellbeing Benefits
+ Educational Development Program
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
**Equal Opportunities**
**We are an equal opportunity employer and value diversity at our company. ...**