{"id":3277889,"url":"https://alion.io/job/milliman-service-desk-analyst-ii-intelliscript-remote","title":"Service Desk Analyst II - IntelliScript (Remote)","company":{"id":1764138,"name":"Milliman","domain":"milliman.com","url":"https://alion.io/company/milliman","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":{"grade":"B","score":80,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":5,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":54900,"max":97865,"currency":"USD","period":"year","gross":null,"usd_annual":97865},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Confluence","optional":false},{"name":"Datadog","optional":false},{"name":"GCP","optional":false},{"name":"HIPAA","optional":false},{"name":"Hyper-V","optional":false},{"name":"Jira","optional":false},{"name":"MS SQL","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-19T16:48:21Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-01T08:09:57Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"What We Do\nMilliman 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.\nCandidates 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.\nOur 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.\nMilliman 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.\nWhat this position entails\nThe 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.\nWhat you will be doing\nProvide the following first line support for all service requests:Prioritization of the request\nSupport for the customer by attempting to resolve the issue through existing documentation, research of past requests, or other means\nTriage the request by gathering more details to assist escalation agent\nOpen a ticket using Jira\nEscalate the request to the appropriate party\nMost importantly, communicate often and effectively to the requestor to meet or exceed SLA’s\n\nMonitor and analyze system performance and application health using Datadog, proactively identifying and escalating potential issues to ensure optimal service delivery\nContribute to the creation as well as ongoing maintenance of knowledgebase articles, procedures, and other documentation\nEnsure a high level of system and infrastructure availability within agreed upon internal SLA’s\nContinually identify automation opportunities\nEnsure compliance with all system security requirements\nWill be on-call (rotation basis)\nWhat we need\n2+ years of experience in a Service Desk or Help Desk role(s)\nPrior hands-on experience with Datadog for observability\nExperience within a cloud environment (AWS preferred but open to Azure and GCP)\nCustomer-centric approach to finding solutions\nTroubleshooting experience in a rapidly changing environment\nEffective communication skills\nWhat you bring to the table\nTechnical Expertise: the ability to understand, apply, and stay current with technical knowledge, concepts and practices\nTeamwork: can effectively work as part of a team, including the ability to collaborate, build relationships, and contribute to a positive team dynamic\nRisk Mitigation: ability to assess and manage moderate risk to achieve goals\nProblem Solving: ability to identify and analyze problems, generate and evaluate creative solutions, and implement effective solutions\nCommunication: effectively conveys detailed information and produces well-structured written communications\nContinuous Learning: regularly engages in professional development, demonstrates adaptability to new ideas, and integrates new knowledge into daily tasks\nIdeation: generates various ideas and solutions for moderately complex problems and explores multiple approaches independently\nDiagnostic Information Gathering: identifies relevant information needs, gathers necessary data, and begins to diagnose moderately complex problems\nConceptual Thinking: understands moderately complex systems and identifies patterns and connections\nReliability: reliably meets deadlines for moderately complex tasks\nWish list\nContinued education and/or advanced degree(s)\nKnowledge of Windows server, Hyper-V, Active Directory, firewalls, and networking\nFamiliarity with Microsoft SQL Server\nExperience supporting the Atlassian suite (Jira/Confluence)\nExperience in environments subject to HIPAA and/or PCI regulations\nExperience in software-as-a-service, actuarial science and/or insurance underwriting industry\nLocation\nThe 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.\nCompensation\nThe overall salary range for this role is $54,900 - $97,865. For candidates residing in:\nAlaska, 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.\nAll other locations the salary range is $54,900 - $85,100. \nA 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.\nIndividual(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.\nMilliman Benefits\nWe offer a comprehensive benefits package designed to support employees’ health, financial security, and well-being. Benefits include:\nMedical, Dental and Vision - Coverage for employees, dependents, and domestic partners\nEmployee Assistance Program (EAP) - Confidential support for personal and work-related challenges\n401(k) Plan - Includes a company matching program and profit-sharing contributions\nDiscretionary Bonus Program - Recognizing employee contributions\nFlexible Spending Accounts (FSA) - Pre-tax savings for dependent care, transportation, and eligible medical expenses\nPaid 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\nHolidays - A minimum of 10 paid holidays per year\nFamily Building Benefits - Includes adoption and fertility assistance\nPaid Parental Leave - Up to 11 weeks of paid leave for employees who meet eligibility criteriaLife Insurance & AD&D - 100% of premiums covered by Milliman\nShort-Term and Long-Term Disability - Fully paid by Milliman\nEqual Opportunity\nAll 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.\n#IntelliScript\n#LI-REMOTE#LI-MS1","description_format":"text","description_chars":7610,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous 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