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 ManagementManage incidents and service requests through ServiceNowPerform initial investigation, diagnosis, and triage of reported issuesEnsure tickets are updated accurately and resolved within agreed service levelsEscalate issues appropriately when additional expertise is requiredProvide timely updates to users and stakeholders regarding ticket progressSupport users in resolving application-related issues
2. Application Troubleshooting & AnalysisInvestigate incidents using available support tools, logs, reports, and system informationGather relevant information to identify the cause of issuesApply logical problem-solving techniques to diagnose faultsWork with senior analysts and development teams to resolve complex incidentsDocument investigation findings and resolution activitiesContribute to root cause analysis activities for recurring issues
3.



Operational & Batch SupportMonitor application processing and operational activitiesSupport daily and end-of-day operational processesIdentify and report failures or processing issuesAssist in investigating batch processing exceptions and failuresSupport rotational out-of-hours or on-call activities where required
4. Monitoring & Service HealthMonitor application alerts and operational dashboardsRespond to operational issues in accordance with support proceduresIdentify recurring issues and trendsEscalate potential service risks in a timely mannerSupport continuous improvement initiatives to improve service stability
5. Customer & Stakeholder SupportProvide professional and responsive support to business usersBuild positive relationships with customers and support teamsMaintain regular communication throughout the incident lifecycleEnsure users are informed of progress and resolution outcomesDemonstrate strong customer service skills and a commitment to service excellence
6. Documentation & Knowledge ManagementCreate and maintain knowledge articles and support documentationDocument incident resolutions and troubleshooting stepsContribute to support runbooks and operational proceduresParticipate in knowledge-sharing activities within the team
7. Learning & DevelopmentDevelop knowledge of IBM i applications and business processesBuild understanding of SQL, databases, and data investigation techniquesLearn support tools, monitoring solutions, and operational processesParticipate in training and mentoring opportunities provided by senior team membersProgressively 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

📌 Technical Support Senior Analyst (Madrid)
🏢 Cigna Health And Life Insurance
📍 Madrid