Service Desk Analyst II - IntelliScript (Remote)

Milliman IntelliScript; Chicago (IL); Remote; USD 63,000 - 98,000; Full time

Benefits offered by this job

Medical, Dental and Vision

401(k) Plan with match

Discretionary Bonus

Paid Time Off

Holidays

Family Building Benefits

Parental Leave

Life Insurance & AD&D

Disability

Job summary

Milliman IntelliScript seeks a Service Desk Analyst II to deliver first-line support for internal and external customers, triaging requests, and escalating as needed. You will use Jira for ticketing, Datadog for monitoring, and contribute to knowledge base content. The role emphasizes customer focus, effective communication, and SLA adherence.

The position offers remote work options in the U.S. with occasional on-site collaboration at Brookfield, WI.

Qualifications

• 2+ years in a Service Desk or Help Desk role.
• Hands-on Datadog experience for observability.
• Cloud environment experience (AWS preferred, open to Azure/GCP).
• Customer-centric approach with strong communication.
• Able to adapt in a rapidly changing environment and meet SLA.

Responsibilities

• Provide first line support and ticket triage using Jira.
• Monitor system performance with Datadog and escalate issues.
• Create and maintain knowledge base articles and procedures.
• Maintain high availability within internal SLAs.
• On-call rotation and proactive issue identification.

Skills

Technical Expertise

Teamwork

Problem Solving

Communication

Continuous Learning

Ideation

Info Gathering

Conceptual Thinking

Reliability

Risk Mitigation

Education

Advanced degree preferred

Tools

Datadog

Jira

Confluence

AWS

Azure

GCP

Windows Server

Hyper-V

Active Directory

SQL Server

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 category-defining, data-driven, software-as-a-service (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.

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 category-defining, data-driven, software-as-a-service (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 IntelliScript’s 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, we’ve shown sustained growth that ensures you’ll have room to grow your skillset, responsibilities, and career.

Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company, and learn more about our cultural values here.

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 employee-led 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 Milliman’s 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 IntelliScript’s 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 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 on internal SLA’s
• Continually identify automation opportunities
• Ensure compliance with all system security requirements
• Will be on-call (rotation basis)

What We Need

• 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

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 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

Wish list

• 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

Location

The expected application deadline for this job is November 30, 2026. This position is open to remote work. Applicants must be willing to travel to the Milliman office in Brookfield, WI up to four times a year.

Compensation

The overall salary range for this role is $54,900 – $97,865. For candidates residing in:

• Alaska, California, Connecticut, Illinois, Maryland, Massachusetts, New Jersey, Pennsylvania, Virginia, Washington, the District of Columbia, New York City, Newark, San Jose, or San Francisco the salary range is $63,135 – $97,865.
• All other locations the salary range is $54,900 – $85,100.

A combination of factors will be considered, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, etc. This is a fulltime, non-exempt overtime eligible role; overtime eligible after 40 hours of work.

Individual(s) must be legally authorized to work in the United States without the need for immigration support or sponsorship from Milliman now or in the future.

Milliman 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 11 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

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.