IT Operations Analyst II

NOTE:
Individual(s) must be legally authorized to work in the United States without the need for immigration support or sponsorship from Milliman now or in the future.

Practice Support Services (PSS) is seeking an IT Operations Analyst II to provide advanced support, lead the resolution of complex and escalated technical issues, and deliver secure, scalable improvements across IT operations. The role combines Level 2 and Level 3 support and AI-enabled service improvement, workflow automation, endpoint management, compliance, and operational documentation. The successful candidate will translate recurring support and operational challenges into reliable automated solutions while maintaining strong security, governance, auditability, and customer service standards.

• Own and resolve complex Level 2/3 incidents and service requests across Windows, identity, endpoint, collaboration, application, hardware, and office technology environments.
• Lead technical investigation, root-cause analysis, problem management, and corrective actions for recurring or high-impact issues; document findings and communicate clearly with stakeholders.
• Drive escalated tickets to resolution, working with other IT teams and vendors.
• Mentor Level 1 support staff on troubleshooting methods, escalation criteria, and knowledge transfer.
• Participate in an on-call rotation for after-hours and weekend support when required.

• Find and prioritize opportunities to use AI and automation to reduce manual work and speed up resolution.
• Design, build, test and maintain automations for endpoint management, software deployment, identity tasks, reporting and compliance evidence, using Power Shell, Power Automate, and approved AI tools.
• Prototype AI-assisted support use cases such as ticket summarization and knowledge retrieval, with human review built in.
• Apply responsible AI and security practices, including data boundaries, least privilege, change control and human approval for consequential actions.
• Measure results in terms of time saved, resolution time and reliability, and document each automation with runbooks and rollback plans.

• Lead or contribute to enterprise IT projects, pilots and migrations.
• Deploy, secure and support Windows endpoints, and manage patching, software distribution, inventory and asset lifecycle.
• Support change control and annual audits, review compliance reports, and coordinate remediation.
• Maintain onboarding and offboarding workflows with HR, Facilities and Information Security.
• Keep documentation and knowledge articles current and collaborate with IT and business teams across time zones.

• The ideal candidate must have minimum 5 years of hands‑on experience in desktop support, IT operations, systems administration or endpoint management.
• The ideal candidate must have Advanced experience with Windows, Microsoft 365, Active Directory, and ITSM platforms.
• The ideal candidate must have strong Power Shell skills, including error handling, secure credential handling and maintainable code.
• The ideal candidate must have hands‑on experience building automations or integrations with workflow tools, APIs or JSON.
• The ideal candidate must have practical understanding of generative AI, including its limitations, privacy risks and the need for human validation.
• Must have experience with change management, audit evidence, patching and ITSM practices.
• Must have excellent communication, prioritization and mentoring skills in a global, distributed team.

• Intune, SCCM, Autopilot, Jamf, Power Automate or Power Apps.
• Working knowledge…