Technical Support Senior Analyst

About Cigna Healthcare

Cigna 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.

Our mission is to improve the health, well-being, and peace of mind of those we serve.

Join 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.

We'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.

At 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.

Grow with us-and help shape the future of healthcare.

About the role - IBM i / AS400 Production Support Analyst (L2)

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.

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

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
• Exposure to IBM i (AS400) environments

Desirable

• 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.

Why You'll Love Working here

• Competitive salary

• Multicultural and hybrid working environment

• Private Medical Insurance

• Employee Wellbeing Benefits

• Educational Development Program

About Cigna Healthcare

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.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.