Technical Support Senior Analyst

Role Summary

This role is responsible for providing first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform.

The analyst will focus on incident resolution, service request fulfillment, monitoring, operational support, troubleshooting, and customer communication to help ensure stable and reliable business operations.

This is an excellent opportunity for someone with application support experience who enjoys problem solving and investigating technical issues. Previous RPG development experience is not required. The successful candidate will demonstrate strong analytical thinking, a desire to learn, and the ability to work effectively within a production support environment.

Over time, the role provides opportunities to develop deeper IBM i technical knowledge, SQL skills, and application support expertise.

Role Overview

You will support the Policy Administration System running on IBM i, ensuring smooth day-to-day operations and stability, particularly across overnight batch processing and critical transaction windows.

The role operates within an Agile and ITIL-aligned environment, working closely with support, development, infrastructure, and business teams to investigate issues, coordinate resolutions, and improve service quality.

Key Responsibilities

1. Incident & Request Management

• Manage incidents and service requests through ServiceNow
• Perform initial investigation, diagnosis, and triage of reported issues
• Ensure tickets are updated accurately and resolved within agreed service levels
• Escalate issues appropriately when additional expertise is required
• Provide timely updates to users and stakeholders regarding ticket progress
• Support users in resolving application-related issues

2. Application Troubleshooting & Analysis

• Investigate incidents using available support tools, logs, reports, and system information
• Gather relevant information to identify the cause of issues
• Apply logical problem-solving techniques to diagnose faults
• Work with senior analysts and development teams to resolve complex incidents
• Document investigation findings and resolution activities
• Contribute to root cause analysis activities for recurring issues

3. Operational & Batch Support

• Monitor application processing and operational activities
• Support daily and end-of-day operational processes
• Identify and report failures or processing issues
• Assist in investigating batch processing exceptions and failures
• Support rotational out-of-hours or on-call activities where required

4. Monitoring & Service Health

• Monitor application alerts and operational dashboards
• Respond to operational issues in accordance with support procedures
• Identify recurring issues and trends
• Escalate potential service risks in a timely manner
• Support continuous improvement initiatives to improve service stability

5. Customer & Stakeholder Support

• Provide professional and responsive support to business users
• Build positive relationships with customers and support teams
• Maintain regular communication throughout the incident lifecycle
• Ensure users are informed of progress and resolution outcomes
• Demonstrate strong customer service skills and a commitment to service excellence

6. Documentation & Knowledge Management

• Create and maintain knowledge articles and support documentation
• Document incident resolutions and troubleshooting steps
• Contribute to support runbooks and operational procedures
• Participate in knowledge-sharing activities within the team

7. Learning & Development

• Develop knowledge of IBM i applications and business processes
• Build understanding of SQL, databases, and data investigation techniques
• Learn support tools, monitoring solutions, and operational processes
• Participate in training and mentoring opportunities provided by senior team members
• Progressively develop technical capabilities to support career growth within the team

Qualifications / Knowledge

Technical Skills

Essential

• Experience supporting applications, business systems, or technology services
• Understanding of application support and incident management processes
• Familiarity with service management tools such as ServiceNow, Jira, or similar
• Basic understanding of databases and data concepts
• Ability to troubleshoot issues using a logical and structured approach
• Strong Microsoft Office skills, particularly Excel

Desirable

• Exposure to IBM i (AS400) environments
• Basic SQL knowledge
• Understanding of batch processing concepts
• Experience using monitoring tools
• Exposure to Agile or ITIL environments

Experience

Essential

• Experience working within an Application Support, Service Desk, Operations Support, or Technology Support environment
• Experience handling incidents, service requests, or customer support cases
• Experience communicating with business users and stakeholders
• Demonstrated ability to investigate and resolve technical issues

Desirable

• Experience supporting enterprise applications
• Experience within healthcare, insurance, financial services, or other regulated industries
• Exposure to production support environments
• Experience working within SLA-driven support teams

Soft Skills

• Strong analytical and logical thinking skills
• Excellent problem-solving ability
• Curious and eager to learn new technologies
• Strong customer focus and service mindset
• Ability to work effectively under pressure
• Good written and verbal communication skills
• Strong attention to detail
• Team player with a collaborative approach
• Ability to prioritize and manage multiple tasks effectively
• Demonstrates ownership and accountability for work assigned

Preferred Qualifications

• Degree or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related discipline
• ITIL Foundation certification (or willingness to obtain)
• ServiceNow experience
• Basic SQL training or certification

Career Progression

This role provides a pathway into more senior IBM i application support positions. Successful candidates will have opportunities to develop advanced IBM i platform knowledge, SQL capabilities, root cause analysis skills, and application troubleshooting expertise, with potential for progression.

About The Cigna Group