Analyst - IT Product Support

MY009 Marsh & McLennan Asia Business Services Sdn. Bhd.; Kuala Lumpur; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

Marsh seeks an Analyst - IT Product Support to join its L2 team in Kuala Lumpur. The role focuses on high-quality technical application support across the Asia Pacific region, including onboarding, testing, upgrades and improvement initiatives.

You will collaborate with multiple stakeholders, ensure stable operations, and contribute to process improvements while adapting to new applications and technologies. The role is hybrid with three days in the office.

Qualifications

• Bachelor’s degree in computer science or relevant field.
• 1–3+ years’ experience in financial services preferred (wealth management or insurance field is a plus).
• Understanding of IT operations, applications and ITIL processes.
• Hands-on SQL scripting experience.
• Knowledge of AI/automation solutions is an added advantage.

Responsibilities

• Manage the day-to-day activities of the technical application support team.
• Ensure stable operations of the applications managed by the team.
• Support onboarding, testing, upgrade activities and improvement initiatives.
• Investigate, diagnose, and resolve application issues; collaborate with stakeholders.
• Provide on-call support for business-critical applications during non-core hours.
• Collaborate with IT teams to enhance service availability.
• Align to processes and promote IT best practices.

Skills

SQL scripting

Teamwork

Analytical thinking

AI/Automation interest

Communication skills

Education

Bachelor’s degree in computer science or relevant field

Job description

We are seeking a talented individual to join our IT Product Support team at Marsh. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working three days in office.

Analyst - IT Product Support

Be part of the L2 team providing high quality application technical support services within the firm across Asia Pacific region.

This is achieved through participation in:

• Manage the day-to-day activities of the technical application support team

• Responsible for the stable operations of the applications manage by the team.

• Participate and support key activities within the team such as application onboarding, testing, upgrade activities and improvement initiatives

We will count on you to:

Support team member

• Demonstrate ability to work in a team and with different stakeholders.

• Be adaptable to learning and taking on new applications over a period of time, learning new skills to enhance contribution within and across teams.

• Ensure support documentation is completed and up to date for reference.

• Able to align to process & processes and championing the adoption of IT best practices

• Demonstrate innovative or continuous improvement mindset.

• Demonstrate maturity in understanding policies/changes in organization and encourage colleagues/ peers to comply with policies and work arrangements.

• Driving efficiencies & effectiveness in delivery & supporting the business. Propose ideas and opportunities for improvement.

Technical activities

• Investigates, diagnoses, and resolves application issues, collaborate with relevant stakeholders where necessary to ensure proper incident or request management..

• Support monitoring and maintenance (installation, configuration, administration) of applications and services. Able to identify abnormalities and take necessary actions. Able to upscale when required to peers or lead if more support is required.

• Ensures adherence to all relevant implementation, support, and change management processes base on firm’s policies and audit requirements.

• Provides on-call support for business-critical applications during non-core hours.

• Arranges communication on software/hardware issues and resolution updates.

• Collaborate with various IT functional teams to enhance service availability.

• Support in trend analysis for repeat issues and suggest some improvement plan where applicable.

• Support managers and team for any project activities or initiatives.

• Take interest in learning and applying AI/Automation within current role or beyond.

What you need to have

• Bachelor’s degree in computer science or relevant field

• 1-3 or more years’ experience in the financial services industry, with specific experience in Wealth management administration or Insurance is an added advantage

• Understanding of IT technology for applications and infrastructure, IT Operations and ITIL processes

• Hands on knowledge in SQL scripting is required

• Having knowledge in supporting AI/automation solutions is an added advantage.

• Outcome driven with adherence to deadlines and legislative requirements.

• Ability to work well under pressure/ with minimum supervision.

• Strong self-motivation, client focus, and professionalism with the ability to use your own initiative.

• Good organisational and planning skills

• Ability to work collaboratively in a fast-paced, dynamic environment.

• Good interpersonal and communication skills

• Good analytical and problem-solving skills.

Other requirements

• May require occasional extended hours, public holidays and/or weekends to address critical issues or meet project deadlines.

• Able to commit to hybrid working arrangement, with a minimum of 3 days in office. Flexible to adhere to any change in work arrangements in future.

• Candidate should have available transport to commute to office for the expected business support hours.

• Work shifts will align to the Pacific region, hence business support hours will start at 6am KL and/or 7am KL time.

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 impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance

Company Information

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.