About Cigna Healthcare

Cigna Healthcare is a general 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,

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