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Operations Analyst

3 months ago

Chicago, Illinois, United States Milliman Full time
SPONSORSHIP IS NOT AVAILABLE FOR THIS OPPORTUNITY

Milliman Inc. is a global, independent actuarial and consulting firm helping companies take on some of the world's most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics, and business transformation. Founded in Seattle in 1947, the firm has offices in major cities around the globe. Milliman's primary business includes consulting practices for employee benefits, healthcare, investment, life insurance and financial services, and property and casualty insurance. The firm is the clear leader in actuarial consulting services in the US and Canada, and has an established presence in Europe, the Middle East, Africa, and Asia.

Who We Are

Life Technology Solutions (LTS) is a division of Milliman, Inc., one of the largest actuarial consulting firms in the world. Our award-winning IntegrateTM products are financial-modelling industry game changers. We are world-class, revolutionizing the way the industry approaches large data models, intensive calculations, and complex reporting challenges. We are nimble, agile, and consistently on the cutting edge of the technology landscape. We are an industry leading Microsoft Azure Partner, and one of the largest worldwide users of cloud computing services.

The Operations team provides world-class support and incident management services to our internal and external customers as well as monitoring and managing our cloud services and operational infrastructure.

What We Value
  • Our customers - delivering world-class support and providing them with innovative solutions.
  • Professionalism in all areas: communication, work product, relationships, attitude.
  • Personal responsibility: the quality of our work is a matter of pride; therefore, we take ownership of our tasks to ensure success.
  • Integrity: Milliman's people demonstrate integrity in all that we do.
  • Team collaboration and professional excellence: as a global organization, we rely on our staff to contribute to the good of the overall team.
Who we're looking for:

We are looking for an Operations Specialist to be a member of the operations team that provides a world-class service, support, and incident management to our customer base as well as 24x7x365 monitoring and management of our cloud-based services and operational infrastructure. The role holder will be required to work in an on-call rotation, which can include nights, holidays, and weekends. The Operations Specialist will provide feedback and input to management, team members, and related internal departments to improve product quality, uptime, reliability, and customer experience.

Accountabilities:
  • Embrace technical excellence and continuous learning.
  • Collaborate with the team and work towards continuous process improvement.
Key Stakeholder Relationships:
  • External Clients
  • Internal Professional Services
  • Internal Managed Services
  • Product Development
  • Security
  • Quality Assurance and Test
  • Other internal Departments
  • Vendors
Responsibilities:
  • As a part of our global operations team supporting our SaaS products and services, be the first support point of contact for any technical service tickets.
  • Raise and manage escalations and communicate regular updates and resolutions to customers.
  • Resolve Service tickets and communicate any critical changes to the relevant internal and external teams.
  • Troubleshoot any network and server issues with our SaaS products.
  • Participate and work in on-call rotation to monitor and manage our services and operational infrastructure.
  • Anticipate, recognize, and solve emergent technical challenges.
  • Provide monitoring and management of our services and operational infrastructure.
  • Confidently contribute and adapt to changing requirements, ideas, and solutions.
  • Support, encourage, and contribute to the growth and success of the entire team.
  • Work on ad-hoc technology improvement projects.
Skills and Qualifications:

Required
  • Bachelor's degree or equivalent experience.
  • Experience providing service and support as a member of an operations team.
  • Experience with virtualization technologies.
  • Experience with Windows Server technologies (2016 upwards) and Active Directory.
  • Strong focus on customer satisfaction, with a history of providing direct support to a variety of end-users, both in location and in technical proficiency.
  • Demonstrated team, organizational, documentation and communication skills.
  • Desire to seek out and utilize new technologies to improve performance and customer satisfaction.
  • Ability to work in an on-call rotation, which can include nights, holidays, and weekends.
  • This is a hybrid remote position, with expected periodic office visits in the hiring location.
Desirable
  • Experience with Microsoft Azure, SaaS, PaaS, IaaS, or related technologies.
  • Experience working as part of a distributed team.
  • Experience with Azure DevOps and deployment pipelines.
  • Experience with PowerShell, C#, Azure runbooks and ARM templates, Microsoft SQL Server desired.
Location

Candidates hired into this role will be required to work in-person in the Milliman office in Chicago, IL on a weekly basis, but flexible work arrangements will be considered.

Benefits

At Milliman, we focus on creating an environment that recognizes - and meets - the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

Medical, dental and vision coverage for employees and their dependents, including domestic partners
  • A 401(k) plan with matching program, and profit sharing contribution
  • Employee Assistance Program (EAP)
  • A discretionary bonus program
  • Paid Time Off (PTO) starts accruing on the first day of work and can be used for any reason; full-time employees will accrue 15 days of PTO per year, and employees working less than a full-time schedule will accrue PTO at a prorated amount based on hours worked
  • Family building benefits, including adoption and fertility assistance and paid parental leave up to 12 weeks for employees who have worked for Milliman for at least 12 months and have worked at least 1,250 hours in the preceding 12-month period
  • A minimum of 8 paid holidays
  • Milliman covers 100% of the premiums for life insurance, AD&D, and both short-term and long-term disability coverage
  • Flexible spending accounts allow employees to set aside pre-tax dollars to pay for dependent care, transportation, and applicable medical needs
All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)