# IBM i / AS400 Production Support Analyst (L2) **Company**: Cigna Healthcare **Location**: Madrid, ESP **Work arrangement**: hybrid **Experience**: mid **Job type**: full-time **Category**: IT **Industry**: Healthcare **Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/ESP-Madrid---3875-hrs/Technical-Support-Senior-Analyst_26008773?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_bea5ded8-aed ## Description Cigna Healthcare is seeking an IBM i / AS400 Production Support Analyst (L2) to join their team. 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. **Key Responsibilities** - 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 - 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 - 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 - 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 - 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 - 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 - 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** - 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 **Experience** - 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 **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 **Benefits** - Competitive salary - Multicultural and hybrid working environment - Private Medical Insurance - Employee Wellbeing Benefits - Educational Development Program ## Skills ### Required - IBM i - AS400 - ServiceNow - SQL - Microsoft Office - application support - incident management - troubleshooting ### Nice to have - Agile - ITIL - batch processing - monitoring tools - production support --- Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/ESP-Madrid---3875-hrs/Technical-Support-Senior-Analyst_26008773?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)