{"id":125412,"url":"https://alion.io/job/thecignagroup-technical-support-senior-analyst-2","title":"Technical Support Senior Analyst","company":{"id":13928,"name":"The Cigna Group","domain":"thecignagroup.com","url":"https://alion.io/company/thecignagroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":83,"ghost_share":0.024,"stale_share":0.494,"repost_share":0.084,"time_to_fill_p50_days":20,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":84000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Office","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Service Desk","optional":true}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-11-02T06:13:49Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"About Cigna Healthcare\nCigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.\nOur mission is to improve the health, well-being, and peace of mind of those we serve.\nJoin our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive-ensuring your well-being and work-life balance.\nWe're looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.\nAt Cigna, you'll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you're shaping better care experiences or supporting customers through life's key moments, your work will matter.\nGrow with us-and help shape the future of healthcare.\nAbout the role - IBM i / AS400 Production Support Analyst (L2)\nThis role is responsible for providing first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform.\nThe analyst will focus on incident resolution, service request fulfillment, monitoring, operational support, troubleshooting, and customer communication to help ensure stable and reliable business operations.\nOver time, the role provides opportunities to develop deeper IBM i technical knowledge, SQL skills, and application support expertise.\nYou 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.\nThe 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.\nKey Responsibilities\n1. Incident & Request Management\nManage incidents and service requests through ServiceNow\nPerform initial investigation, diagnosis, and triage of reported issues\nEnsure tickets are updated accurately and resolved within agreed service levels\nEscalate issues appropriately when additional expertise is required\nProvide timely updates to users and stakeholders regarding ticket progress\nSupport users in resolving application-related issues\n2. Application Troubleshooting & Analysis\nInvestigate incidents using available support tools, logs, reports, and system information\nGather relevant information to identify the cause of issues\nApply logical problem-solving techniques to diagnose faults\nWork with senior analysts and development teams to resolve complex incidents\nDocument investigation findings and resolution activities\nContribute to root cause analysis activities for recurring issues\n3. Operational & Batch Support\nMonitor application processing and operational activities\nSupport daily and end-of-day operational processes\nIdentify and report failures or processing issues\nAssist in investigating batch processing exceptions and failures\nSupport rotational out-of-hours or on-call activities where required\n4. Monitoring & Service Health\nMonitor application alerts and operational dashboards\nRespond to operational issues in accordance with support procedures\nIdentify recurring issues and trends\nEscalate potential service risks in a timely manner\nSupport continuous improvement initiatives to improve service stability\n5. Customer & Stakeholder Support\nProvide professional and responsive support to business users\nBuild positive relationships with customers and support teams\nMaintain regular communication throughout the incident lifecycle\nEnsure users are informed of progress and resolution outcomes\nDemonstrate strong customer service skills and a commitment to service excellence\n6. Documentation & Knowledge Management\nCreate and maintain knowledge articles and support documentation\nDocument incident resolutions and troubleshooting steps\nContribute to support runbooks and operational procedures\nParticipate in knowledge-sharing activities within the team\n7. Learning & Development\nDevelop knowledge of IBM i applications and business processes\nBuild understanding of SQL, databases, and data investigation techniques\nLearn support tools, monitoring solutions, and operational processes\nParticipate in training and mentoring opportunities provided by senior team members\nProgressively develop technical capabilities to support career growth within the team\nQualifications / Knowledge / Technical Skills\nEssential\nExperience supporting applications, business systems, or technology services\nUnderstanding of application support and incident management processes\nFamiliarity with service management tools such as ServiceNow, Jira, or similar\nBasic understanding of databases and data concepts\nAbility to troubleshoot issues using a logical and structured approach\nStrong Microsoft Office skills, particularly Excel\nExposure to IBM i (AS400) environments\nDesirable\nBasic SQL knowledge\nUnderstanding of batch processing concepts\nExperience using monitoring tools\nExposure to Agile or ITIL environments\nExperience\nEssential\nExperience working within an Application Support, Service Desk, Operations Support, or Technology Support environment\nExperience handling incidents, service requests, or customer support cases\nExperience communicating with business users and stakeholders\nDemonstrated ability to investigate and resolve technical issues\nDesirable\nExperience supporting enterprise applications\nExperience within healthcare, insurance, financial services, or other regulated industries\nExposure to production support environments\nExperience working within SLA-driven support teams\nSoft Skills\nStrong analytical and logical thinking skills\nExcellent problem-solving ability\nCurious and eager to learn new technologies\nStrong customer focus and service mindset\nAbility to work effectively under pressure\nGood written and verbal communication skills\nStrong attention to detail\nTeam player with a collaborative approach\nAbility to prioritize and manage multiple tasks effectively\nDemonstrates ownership and accountability for work assigned\nPreferred Qualifications\nDegree or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related discipline\nITIL Foundation certification (or willingness to obtain)\nServiceNow experience\nBasic SQL training or certification\nCareer Progression\nThis 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.\nWhy You'll Love Working here\nCompetitive salary\n\nMulticultural and hybrid working environment\n\nPrivate Medical Insurance\n\nEmployee Wellbeing Benefits\n\nEducational Development Program\n\nAbout Cigna Healthcare\nCigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.\nIfyou require reasonable accommodation in completing the online application process, please email:  for support. 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