About Cigna Healthcare

Cigna Healthcare is a integral 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

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.

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.

#J-18808-Ljbffr

📌 Technical Support Senior Analyst (Madrid)
🏢 Cigna Healthcare
📍 Madrid