Role SummaryThis 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 OverviewYou 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 Responsibilities1. 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 issues2. 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 issues3. 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 required4. 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 stability5. 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 excellence6. 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 team7. 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 teamQualifications / KnowledgeTechnical SkillsEssentialExperience supporting applications, business systems, or technology servicesUnderstanding of application support and incident management processesFamiliarity with service management tools such as ServiceNow, Jira, or similarBasic understanding of databases and data conceptsAbility to troubleshoot issues using a logical and structured approachStrong Microsoft Office skills, particularly ExcelDesirableExposure to IBM i (AS400) environmentsBasic SQL knowledgeUnderstanding of batch processing conceptsExperience using monitoring toolsExposure to Agile or ITIL environmentsExperienceEssentialExperience working within an Application Support, Service Desk, Operations Support, or Technology Support environmentExperience handling incidents, service requests, or customer support casesExperience communicating with business users and stakeholdersDemonstrated ability to investigate and resolve technical issuesDesirableExperience supporting enterprise applicationsExperience within healthcare, insurance, financial services, or other regulated industriesExposure to production support environmentsExperience working within SLA-driven support teamsSoft SkillsStrong analytical and logical thinking skillsExcellent problem-solving abilityCurious and eager to learn new technologiesStrong customer focus and service mindsetAbility to work effectively under pressureGood written and verbal communication skillsStrong attention to detailTeam player with a collaborative approachAbility to prioritize and manage multiple tasks effectivelyDemonstrates ownership and accountability for work assignedPreferred QualificationsDegree or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related disciplineITIL Foundation certification (or willingness to obtain)ServiceNow experienceBasic SQL training or certificationCareer ProgressionThis 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.