Technical Support Senior Analyst - IBM i / AS400

About the role

Cigna Healthcare is looking for a Technical Support Senior Analyst (IBM i / AS400 Production Support Analyst, L2) in Madrid. The role provides first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform, focusing on incident resolution, service requests, monitoring, troubleshooting and customer communication. It supports the Policy Administration System, especially overnight batch processing and critical transaction windows, in an Agile and ITIL-aligned environment.

Key responsibilities

• Manage incidents and service requests in ServiceNow, triage and escalate issues, and keep tickets accurate and resolved within service levels
• Troubleshoot incidents using logs, reports and system information, document findings and contribute to root cause analysis
• Monitor application processing and batch operations, report failures and support out-of-hours or on-call duties
• Monitor alerts and dashboards, identify trends and escalate service risks
• Support business users and build good relationships with customers and support teams
• Create knowledge articles, runbooks and documentation, and share knowledge within the team
• Develop IBM i knowledge, SQL and database skills, and take part in training and mentoring

Required profile

• Experience supporting applications, business systems or technology services
• Experience in an Application Support, Service Desk, Operations Support or Technology Support environment
• Ability to communicate with business users and stakeholders and to resolve technical issues
• Desirable: exposure to IBM i (AS400), batch processing, monitoring tools, Agile or ITIL, enterprise applications, healthcare, insurance or financial services, and SLA-driven support teams

Required skills

• ServiceNow, Jira or similar service management tools
• Basic understanding of databases and data concepts
• Strong Microsoft Office skills, particularly Excel
• Desirable: basic SQL, monitoring tools, ITIL and production support experience

What we offer

• Competitive salary
• Multicultural and hybrid working environment
• Private medical insurance
• Employee wellbeing benefits
• Educational development program