Service Desk Analyst II - IntelliScript; Remote

Service Desk Analyst II - IntelliScript (Remote)

Job Category
:
Information Technology

Requisition Number
: PRODU
009971

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• Posted :
  January 12, 2026
• Full-Time

Showing 1 location

04-Milwaukee 15-Solutions
Brookfield, WI , USA

What We Do

Milliman 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.

Candidates 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.

Our 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 Linked In page for a closer look at our company, and learn more about our cultural values here.

Milliman 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.

What this position entails

The 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.

What you will be doing

• Provide the following first line support for all service requests:
  • Prioritization of the request
  • Support for the customer by attempting to resolve the issue through existing documentation, research of past requests, or other means
  • Triage the request by gathering more details to assist escalation agent
  • Open a ticket using Jira
  • Escalate the request to the appropriate party
  • Most importantly, communicate often and effectively to the requestor to meet or exceed SLA’s
• 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 as well as ongoing maintenance of knowledgebase articles, procedures, and other documentation
• Ensure baino high level of system and infrastructure availability within agreed upon internal SLA’sეტი
• Continually identify automation opportunities
• Ensure compliance with all system security requirements
• Will be on‑call (rotation basis)

What we need

• 2+ years of experience in a Service Desk or Help Desk role(s)
• Prior hands‑on experience with Datadog for observability
• Experience with in a cloud environment (AWS preferred but open to Azure and GCP)
• Customer‑centric approach to finding solutions
• Troubleshooting experience in a rapidly changing environment

What you bring to the table

• Technical Expertise: the ability to understand, apply, and stay current with technical knowledge, concepts and practices
• Teamwork: can effectively work as part of a team, including the ability to collaborate, build relationships, and contribute to a positive team dynamic
• Risk Mitigation: ability to assess and manage moderate risk to achieve goals
• P…