Role Summary

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.

This is an excellent opportunity for someone with application support experience who enjoys problem solving and investigating technical issues. Previous RPG development experience is not required. The successful candidate will demonstrate strong analytical thinking, a desire to learn, and the ability to work effectively within a production support environment.

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

Role Overview

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

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
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
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
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
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
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
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

Desirable

Exposure to IBM i (AS400) environments
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.

About The Cigna Group

Cigna 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.

Technical Support Senior Analyst - Cigna Healthcare