IT Application Support Analyst @MarshTech

Company:

Marsh

Description:

As an IT Application Support Analyst, you will be part of a collaborative, geographically distributed team responsible for supporting business-critical applications. You will provide second-line application support, investigating and resolving technical issues, supporting users, monitoring applications and working closely with internal technology teams to ensure reliable service. The role is suited to someone with a good general IT background, some experience in application support, and a curious and analytical mindset.

We are looking for someone who is comfortable troubleshooting technical issues, ideally has a basic understanding of databases and SQL but not essential, and is motivated to learn and develop their technical knowledge.

We will count on you to:

• Provide second-line support for business-critical applications, primarily supporting Mercer Wealth and Retirement solutions.
• Investigate, diagnose and resolve application incidents and technical issues reported by users.
• Support a range of internally developed applications, including retirement and benefits-related platforms, alongside selected third-party applications.
• Monitor and maintain applications and services to ensure availability and reliable performance.
• Perform application administration activities, including configuration and maintenance.
• Use SQL to support investigations, execute existing scripts and perform ad-hoc database research when required.
• Troubleshoot system-generated alerts and escalate complex issues to the appropriate technology teams.
• Work closely with development teams, database specialists and other internal technology teams to resolve incidents.
• Support application security and configuration activities within your area of responsibility.
• Coordinate and manage support tickets through to resolution and provide clear updates to relevant stakeholders.
• Follow established implementation, support and change-management processes.
• Maintain accurate and up-to-date application and system documentation.
• Contribute to identifying recurring issues and opportunities to improve application support and service quality.
• Provide on-call support for business-critical applications during non-core hours when required.

What you need to have:

• Around 2+ years of experience in IT, ideally within Application Support, Production Support, Technical Support or a similar environment.
• Good general understanding of IT systems and applications.
• Basic working knowledge of SQL, with the ability to understand and execute queries/scripts.
• Basic understanding of databases and database concepts.
• Experience working in a Windows-based environment.
• Strong troubleshooting and problem-solving skills.
• An analytical and curious mindset with the ability to investigate technical issues.
• Good communication skills and the ability to work effectively with colleagues across different teams and locations.
• Ability to manage multiple incidents or priorities and work independently when required.
• Willingness to learn new applications, technologies and business processes.

What makes you stand out?

• Previous experience specifically within Application Support.
• Experience supporting business-critical or enterprise applications.
• Knowledge of Citrix environments.
• Familiarity with Terminal Services.
• Experience working with ticketing, incident-management or application-monitoring tools.
• Exposure to change-management or application-release processes.
• Experience working as part of a geographically distributed or international IT team.

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, benefits, and rewards to enhance your well-being.
• Enjoy a yearly budget to build your flexible benefits package (up to 20% of your annual salary).
• Benefit from 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, and extra buy/sell from your benefits budget).
• Participate in a Performance Bonus scheme.
• Engage in matching charity contributions, charity days off, and the Pay it Forward charity challenge.
• Core benefits include Pension, Life and Medical Insurance, Meal Vouchers, and Travel Insurance.
• Work Environment: We champion flexible working, helping you find YOUR work-life balance, whether that is standard working, flextime working, or working from home.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.