Remote Service Desk Analyst II — Cloud & Datadog Support

Milliman IntelliScript; Town of Brookfield (WI); Remote; USD 55,000 - 98,000; Full time

Benefits offered by this job

Medical, Dental and Vision – Coverage

Employee Assistance Program (EAP)

401(k) Plan

Discretionary Bonus Program

Flexible Spending Accounts (FSA)

Paid Time Off (PTO)

Holidays

Family Building Benefits

Paid Parental Leave

Life Insurance & AD&D

Disability

Job summary

Milliman IntelliScript is seeking a Service Desk Analyst II to support internal and external customers, prioritize requests, and drive incident resolution with a strong focus on customer service. You will work closely with IT teams, use Datadog for monitoring, and help maintain knowledge bases and documentation.

The role offers remote work and a path for growth within a collaborative, data-driven environment.

Qualifications

• 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

Responsibilities

• Provide first line support for all service requests: prioritize, assist with resolution using docs, research past requests, gather details for escalation, open Jira tickets, escalate to the appropriate party, communicate frequently to meet SLAs
• Monitor and analyze system performance and application health using Datadog, proactively identifying and escalating potential issues to ensure optimal service delivery
• Contribute to creation and maintenance of knowledgebase articles, procedures, and other documentation
• Maintain high system and infrastructure availability within internal SLAs
• Identify automation opportunities
• Ensure compliance with system security requirements
• Be on-call on a rotation basis

Skills

Customer-centric approach

Troubleshooting

Effective communication

Teamwork

Tools

Datadog

Job description

Milliman IntelliScript is seeking a Service Desk Analyst II to support internal and external customers, prioritize requests, and drive incident resolution with a strong focus on customer service. You will work closely with IT teams, use Datadog for monitoring, and help maintain knowledge bases and documentation.

The role offers remote work and a path for growth within a collaborative, data-driven environment.