Service Desk Analyst II — Remote Support & Observability

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

Benefits offered by this job

Medical, Dental and Vision

401(k) Plan

Paid Time Off

Discretionary Bonus

Job summary

Milliman IntelliScript is a team of hundreds of experts delivering SaaS products for insurance and health IT clients. The Service Desk Analyst II role focuses on first-line support, triage, escalation, and proactive monitoring to ensure service reliability and customer satisfaction across IntelliScript’s internal and external customers.

You will work with Datadog, Jira, and cloud platforms like AWS/Azure/GCP, contributing to knowledge base and automation initiatives.

Qualifications

• 2+ years of experience in a Service Desk or Help Desk role(s)
• 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 resolution, gather details, open Jira tickets, escalate as needed, communicate to meet SLAs
• Monitor and analyze system performance and application health using Datadog, escalating issues as needed
• Contribute to knowledgebase articles, procedures, and documentation
• Ensure high availability within internal SLA's
• Identify automation opportunities
• Ensure compliance with system security requirements
• Be on-call on a rotation basis

Skills

Datadog

Cloud observability

Customer-centric

Troubleshooting

Jira ticketing

Effective communication

Service desk expertise

On-call support

Tools

Datadog

Jira

AWS

Azure

GCP

Job description

Milliman IntelliScript is a team of hundreds of experts delivering SaaS products for insurance and health IT clients. The Service Desk Analyst II role focuses on first-line support, triage, escalation, and proactive monitoring to ensure service reliability and customer satisfaction across IntelliScript’s internal and external customers.

You will work with Datadog, Jira, and cloud platforms like AWS/Azure/GCP, contributing to knowledge base and automation initiatives.