Service Desk Analyst II - IntelliScript (Remote)
Milliman, Goerkes Corner, Wisconsin, United States
Overview
What We Do
The Milliman IntelliScript team is a group of several hundred experts in actuarial science, information technology, and clinical practice. We develop and deploy 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.
We foster an entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every person has a voice, and we encourage growth in skills, responsibilities, and career. Our team is smart, down-to-earth, and ready to listen to ideas. We offer competitive compensation and benefits. Learn more about our company culture on our LinkedIn page and on our website.
Milliman invests in skills training and career development and provides access to learning and mentoring opportunities. Our Milliman Employee Resource Groups (ERGs) influence policy decisions, develop future leaders, and amplify employee voices. We encourage leadership in professional organizations. Visit our website to learn more about Milliman’s commitments to people, diversity and inclusion, social impact, and sustainability.
What This Position Entails The Service Desk team is innovative and collaborative. Working with IntelliScript’s business and IT teams, the Service Desk Analyst II acts as a consultant to support internal and external customers reporting issues, requesting information, access, and other services. The primary role is to review incoming service requests from all IntelliScript departments and provide prioritization, support, and escalation as needed.
What You Will Be Doing
Provide first line support for all service requests, including:
Prioritization of the request
Customer support by resolving issues through existing documentation, past request research, or other means
Triage the request by gathering details to assist escalation
Open a ticket using Jira
Escalate the request to the appropriate party
Communicate frequently and effectively with the requestor to meet or exceed SLAs
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 and ongoing maintenance of knowledgebase articles, procedures, and other documentation
Ensure a high level of system and infrastructure availability within agreed internal SLAs
Identify automation opportunities
Ensure compliance with all system security requirements
Be on-call on a rotation basis
What We Need
2+ years of experience in a Service Desk or Help Desk role
Hands-on experience with Datadog for observability
Experience in a cloud environment (AWS preferred, 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: ability to understand, apply, and stay current with technical knowledge and practices
Teamwork: ability to collaborate and contribute to a positive team dynamic
Risk Mitigation: ability to assess and manage moderate risk to achieve goals
Problem Solving: ability to analyze problems and implement effective solutions
Communication: clearly conveys detailed information in written form
Continuous Learning: regularly engages in professional development and adapts to new ideas
Ideation: generates ideas and explores multiple approaches to moderately complex problems
Diagnostic Information Gathering: identifies information needs and gathers data to diagnose moderately complex problems
Conceptual Thinking: understands moderately complex systems and sees patterns
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 with 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
Location The application deadline is March 31, 2026. This position is open to remote work. Applicants must be willing to travel to Milliman offices in Brookfield, WI up to three times a year.
Compensation The overall salary range is $54,900 - $97,865. For candidates residing in certain locations, the range is $63,135 - $97,865; for all other locations it is $54,900 - $85,100. A combination of factors will be considered. This is a full-time, non-exempt overtime-eligible role; overtime is eligible after 40 hours.
Benefits We offer a comprehensive benefits package to support employees’ health, financial security, and well-being. Benefits include:
Medical, Dental and Vision coverage for employees, dependents, and domestic partners
Employee Assistance Program (EAP)
401(k) Plan with company matching and profit-sharing
Discretionary Bonus Program
Flexible Spending Accounts (FSA)
PTO accrual (15 days/year for full-time; prorated for less than full-time)
At least 10 paid holidays per year
Family Building Benefits (adoption and fertility assistance)
Paid Parental Leave (up to 12 weeks, eligibility criteria)
Life Insurance & AD&D – 100% 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.
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We foster an entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every person has a voice, and we encourage growth in skills, responsibilities, and career. Our team is smart, down-to-earth, and ready to listen to ideas. We offer competitive compensation and benefits. Learn more about our company culture on our LinkedIn page and on our website.
Milliman invests in skills training and career development and provides access to learning and mentoring opportunities. Our Milliman Employee Resource Groups (ERGs) influence policy decisions, develop future leaders, and amplify employee voices. We encourage leadership in professional organizations. Visit our website to learn more about Milliman’s commitments to people, diversity and inclusion, social impact, and sustainability.
What This Position Entails The Service Desk team is innovative and collaborative. Working with IntelliScript’s business and IT teams, the Service Desk Analyst II acts as a consultant to support internal and external customers reporting issues, requesting information, access, and other services. The primary role is to review incoming service requests from all IntelliScript departments and provide prioritization, support, and escalation as needed.
What You Will Be Doing
Provide first line support for all service requests, including:
Prioritization of the request
Customer support by resolving issues through existing documentation, past request research, or other means
Triage the request by gathering details to assist escalation
Open a ticket using Jira
Escalate the request to the appropriate party
Communicate frequently and effectively with the requestor to meet or exceed SLAs
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 and ongoing maintenance of knowledgebase articles, procedures, and other documentation
Ensure a high level of system and infrastructure availability within agreed internal SLAs
Identify automation opportunities
Ensure compliance with all system security requirements
Be on-call on a rotation basis
What We Need
2+ years of experience in a Service Desk or Help Desk role
Hands-on experience with Datadog for observability
Experience in a cloud environment (AWS preferred, 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: ability to understand, apply, and stay current with technical knowledge and practices
Teamwork: ability to collaborate and contribute to a positive team dynamic
Risk Mitigation: ability to assess and manage moderate risk to achieve goals
Problem Solving: ability to analyze problems and implement effective solutions
Communication: clearly conveys detailed information in written form
Continuous Learning: regularly engages in professional development and adapts to new ideas
Ideation: generates ideas and explores multiple approaches to moderately complex problems
Diagnostic Information Gathering: identifies information needs and gathers data to diagnose moderately complex problems
Conceptual Thinking: understands moderately complex systems and sees patterns
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 with 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
Location The application deadline is March 31, 2026. This position is open to remote work. Applicants must be willing to travel to Milliman offices in Brookfield, WI up to three times a year.
Compensation The overall salary range is $54,900 - $97,865. For candidates residing in certain locations, the range is $63,135 - $97,865; for all other locations it is $54,900 - $85,100. A combination of factors will be considered. This is a full-time, non-exempt overtime-eligible role; overtime is eligible after 40 hours.
Benefits We offer a comprehensive benefits package to support employees’ health, financial security, and well-being. Benefits include:
Medical, Dental and Vision coverage for employees, dependents, and domestic partners
Employee Assistance Program (EAP)
401(k) Plan with company matching and profit-sharing
Discretionary Bonus Program
Flexible Spending Accounts (FSA)
PTO accrual (15 days/year for full-time; prorated for less than full-time)
At least 10 paid holidays per year
Family Building Benefits (adoption and fertility assistance)
Paid Parental Leave (up to 12 weeks, eligibility criteria)
Life Insurance & AD&D – 100% 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.
#J-18808-Ljbffr