Senior Application Support Administrator

Marsh; Hamilton; On-site; NZD 90,000 - 130,000; Full time

Job summary

Marsh McLennan Agency seeks a Senior Application Support Administrator to deliver remote service desk support for enterprise applications. You will troubleshoot incidents, manage user requests, and collaborate with development, security, and infrastructure teams to ensure stable, secure, and high-performing tools for MMA employees.

You will use ServiceNow, ManageEngine, and Zendesk to track tickets, coordinate with vendors, and implement updates.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support management, preferably within insurance or financial services.
• Familiarity with ITIL processes and best practices for service management.
• Excellent analytical and problem-solving skills with the ability to troubleshoot complex issues.
• 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.
• 3+ years of experience with service desk tools like ServiceNow, ManageEngine, and Zendesk preferred.
• Experience with insurance AMS such as Applied Epic or Sagitta preferred.
• Experience with application monitoring and maintenance.

Responsibilities

• Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring for remote users.
• Log, track, and manage support tickets using ServiceNow, ManageEngine, and Zendesk with clear end-user communication.
• Coordinate with vendors and internal teams to identify defects, apply patches, and implement updates to improve functionality.
• Manage application configurations, updates, and deployments following best practices and compliance standards.
• Develop and maintain documentation for processes, troubleshooting steps, and user guides.

Skills

Remote support

Incident management

ITIL familiarity

Cloud experience

Communication skills

Problem solving

Education

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

ManageEngine

Zendesk

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.
• 3+ years of experience with service desk tools like ServiceNow, ManageEngine, and Zendesk preferred.
• Experience with insurance Agency Management Systems (AMS) such as Applied Systems' Epic or Vertafore's Sagitta preferred.
• Experience with application monitoring and maintenance- application availability, performance, jobs, int