IT Operations Analyst II

NOTE: 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.

POSITION SUMMARY:

Practice Support Services (PSS) is seeking an IT Operations Analyst II to provide advanced support, lead the resolution of complex and escalated technical issues, and deliver secure, scalable improvements across IT operations. The role combines Level 2 and Level 3 support and AI-enabled service improvement, workflow automation, endpoint management, compliance, and operational documentation. The successful candidate will translate recurring support and operational challenges into reliable automated solutions while maintaining strong security, governance, auditability, and customer service standards.

RESPONSIBILITIES:

Advanced Support & Service Operations

• Own and resolve complex Level 2/3 incidents and service requests across Windows, identity, endpoint, collaboration, application, hardware, and office technology environments.
• Lead technical investigation, root-cause analysis, problem management, and corrective actions for recurring or high-impact issues; document findings and communicate clearly with stakeholders.
• Drive escalated tickets to resolution, working with other IT teams and vendors.
• Mentor Level 1 support staff on troubleshooting methods, escalation criteria, and knowledge transfer.
• Participate in an on-call rotation for after-hours and weekend support when required.

AI, Automation & Operational Improvement

• Find and prioritize opportunities to use AI and automation to reduce manual work and speed up resolution.
• Design, build, test and maintain automations for endpoint management, software deployment, identity tasks, reporting and compliance evidence, using PowerShell, Power Automate, and approved AI tools.
• Prototype AI-assisted support use cases such as ticket summarization and knowledge retrieval, with human review built in.
• Apply responsible AI and security practices, including data boundaries, least privilege, change control and human approval for consequential actions.
• Measure results in terms of time saved, resolution time and reliability, and document each automation with runbooks and rollback plans.

Projects, Compliance & Platform Operations

• Lead or contribute to enterprise IT projects, pilots and migrations.
• Deploy, secure and support Windows endpoints, and manage patching, software distribution, inventory and asset lifecycle.
• Support change control and annual audits, review compliance reports, and coordinate remediation.
• Maintain onboarding and offboarding workflows with HR, Facilities and Information Security.
• Keep documentation and knowledge articles current and collaborate with IT and business teams across time zones.

SKILLS & QUALIFICATIONS REQUIRED:

• The ideal candidate must have minimum 5 years of hands-on experience in desktop support, IT operations, systems administration or endpoint management.
• The ideal candidate must have Advanced experience with Windows, Microsoft 365, Active Directory, and ITSM platforms.
• The ideal candidate must have strong PowerShell skills, including error handling, secure credential handling and maintainable code.
• The ideal candidate must have hands-on experience building automations or integrations with workflow tools, APIs or JSON.
• The ideal candidate must have practical understanding of generative AI, including its limitations, privacy risks and the need for human validation.
• Must have experience with change management, audit evidence, patching and ITSM practices.
• Must have excellent communication, prioritization and mentoring skills in a global, distributed team.

SKILLS & QUALIFICATIONS PREFERRED:

• Intune, SCCM, Autopilot, Jamf, Power Automate or Power Apps.
• Working knowledge of MacOS.
• Experience with Microsoft Copilot or other enterprise AI tools, including use-case design and governance.
• PowerShell, Git and release practices for scripts and automations.
• Experience leading small technical projects and handing them off to operational support.

LOCATION:

This hybrid position is based out of the Milliman office in Manhattan, NYC OR Atlanta, GA. The person in this role will be required to work out of NYC OR Atlanta office 4 days a week.

ROLE CLASSIFICATION:

This is a full-time, non-exempt role with eligibility for overtime after 40 hours of work per week.

COMPENSATION:

The overall range for this role is $34.10 - $62.68.

• The overall range for New York State (including NYC) is $39.22 - $62.68
• The overall range for Atlanta, GA is $34.10 - $54.50

BENEFITS:

We offer a comprehensive benefits package designed 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) - 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 - 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.

ABOUT MILLIMAN:

Independent for over 77 years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world’s most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics and business transformation.

Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

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.