Senior Application Support Administrator

Marsh; Maitland; Remote; AUD 74,000 - 129,000; Full time

Benefits offered by this job

Remote Work

Generous time off including personal &

Tuition reimbursement

Professional development opportunities

Stock purchase opportunities

401K retirement programs

Charitable contribution match programs

Job summary

Marsh McLennan Agency is seeking a Senior Application Support Administrator to deliver remote, enterprise-wide support for critical applications and services. You will troubleshoot incidents, manage tickets via ServiceNow, ManageEngine, and Zendesk, and collaborate with development, security, and operations teams to minimize downtime.

Responsibilities include configuring and deploying updates, documenting processes, mentoring junior staff, and staying ahead of industry trends in retail insurance

Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• 5+ years in application support management, preferably in insurance/financial services.
• Familiarity with ITIL processes and service management.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration across technical and non-technical teams.
• Experience supporting cloud-based apps (AWS, Azure, SaaS).
• Certifications in ITIL, Microsoft, or CompTIA A+ desirable.
• 5+ years with service desk tools (ServiceNow, ManageEngine, Zendesk).
• 5+ years with AMS like Epic or Sagitta preferred.
• 5+ years with application monitoring and maintenance (availability, performance, API and DB connectivity).

Responsibilities

• Provide expert-level support for enterprise applications and remote users.
• Log, track, and resolve tickets using ServiceNow, ManageEngine, Zendesk.
• Coordinate with vendors to apply patches and updates.
• Manage app configurations, updates, deployments per best practices.
• Document processes, troubleshooting steps, and user guides.
• Monitor app performance and availability to minimize downtime.
• Serve as primary contact for escalated support and stakeholders.
• Conduct end-user training and ongoing user support.
• Assist with system upgrades, migrations, and integrations.
• Mentor junior team members and share knowledge.
• Stay informed on retail insurance tech trends and advocate improvements.

Skills

Enterprise application support

Incident troubleshooting

Remote user support

Vendor coordination

Education

Bachelor’s degree in Computer Science / IT

Tools

ServiceNow

ManageEngine

Zendesk

AWS

Azure

Epic (Applied Systems)

Sagitta (Vertafore)

Job description

Job Description:

Company: Marsh McLennan Agency

Description:

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as an Senior Application Support Administrator at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE: MMC).

A day in the life.

As a Senior Application Support Administrator at Marsh McLennan, you will be a key player in delivering remote, service desk support to our enterprise users, ensuring the stability, performance, and security of our critical applications. Your expertise will be vital in providing timely, effective assistance to resolve technical issues faced by MMA employees, whether related to software, hardware, or access. You will troubleshoot and resolve incidents efficiently, manage user requests, and ensure minimal disruption to business operations. Collaborating closely with cross-functional teams—including development, infrastructure, security, and business units—you will support the organization’s digital ecosystem by delivering exceptional remote support, fostering positive user experiences, and driving continuous improvement. Your proactive approach, technical expertise, and customer-focused mindset will be essential in optimizing application performance and enhancing overall user satisfaction across the organization.

Our future colleague.

We’d love to meet you if your professional track record includes these skills:

• Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring to ensure reliable access and operation for remote users.
• Utilize service desk tools such as ServiceNow, ManageEngine, and Zendesk to log, track, and manage support tickets, ensuring timely resolution and effective communication with end-users and stakeholders.
• Coordinate with vendors and support teams to identify and resolve application defects, apply patches, and implement updates or enhancements to improve functionality and user experience.
• Manage application configurations, updates, and deployments in accordance with best practices, organizational policies, and industry compliance standards specific to retail insurance operations.
• Develop and maintain detailed documentation for application processes, procedures, troubleshooting steps, and user guides to support operational consistency and knowledge sharing.
• Monitor application performance and availability, proactively identifying potential issues and implementing solutions to minimize downtime and ensure high service levels.
• Serve as a primary point of contact for escalated support requests, ensuring timely resolution, clear communication, and effective stakeholder engagement across remote teams.
• Conduct training sessions and provide ongoing support to end-users, helping them maximize the value of retail insurance applications and tools.
• Participate in system upgrades, migrations, and integrations, ensuring smooth transitions with minimal impact on business operations and compliance with industry standards.
• Mentor and support junior team members, providing guidance, knowledge sharing, and assistance to foster their professional development and ensure team effectiveness.
• Stay informed about industry trends, new retail insurance applications and emerging technologies to recommend process improvements and support continuous innovation.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support management, preferably within the insurance or financial services industry.
• Familiarity with ITIL processes and best practices for service management.
• Excellent analytical and problem‑solving skills, with the ability to troubleshoot complex issues effectively.
• Strong communication and interpersonal skills, capable of collaborating across technical and non-technical teams.
• Experience supporting cloud-based applications and services (e.g., AWS, Azure, SaaS platforms) is a plus.
• Relevant certifications such as ITIL, Microsoft Certified, CompTIA A+, or similar are highly desirable.
• 5+ years of experience with service desk tools like ServiceNow, ManageEngine, and Zendesk preferred.
• 5+ years of experience with insurance Agency Management Systems (AMS) such as Applied Systems' Epic or Vertafore's Sagitta preferred.
• 5+ years of experience with application monitoring and maintenance- application availability, performance, jobs, interfaces, API and DB connectivity.
• Assist with SSL cert renewal and installations for supported applications. Coordinate with Azure, network, cybersecurity and infrastructure teams.
• Support automation using power automate, PowerShell and python.

We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting you.

Valuable benefits.

We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are:

• Generous time off, including personal and volunteering
• Tuition reimbursement and professional development opportunities
• Remote Work
• Charitable contribution match programs
• Stock purchase opportunities

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Applications will be accepted until: November 6, 2026

Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

The applicable base salary range for this role is $51,700 to $90,400.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case‑time basis.

In addition to the base salary, this position may be eligible for performance‑based incentives.