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