About Cigna Healthcare Cigna Healthcare is a integral health service company dedicated to transforming healthcare. 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. 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.
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
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
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
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
Strong Microsoft Office skills, particularly Excel
Exposure to IBM i (AS400) environments




Desirable Basic SQL knowledge
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 within healthcare, insurance, financial services, or other regulated industries
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.
Multicultural and hybrid working environment
Private Medical Insurance
About Cigna Healthcare Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. 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

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