Senior Application Support Administrator

Marsh McLennan; Madison (WI); Remote; USD 52,000 - 90,000; Full time

Benefits offered by this job

Generous time off

Tuition reimbursement

Remote Work

Charitable contribution match

Stock purchase opportunities

Job summary

Marsh McLennan Agency is seeking a Senior Application Support Administrator to deliver remote, expert-level support for enterprise applications across a retail-insurance oriented ecosystem. You’ll troubleshoot, resolve incidents, and coordinate with cross-functional teams including development, infrastructure, and security to maintain performance and security.

The role requires 5+ years in application support, ITIL familiarity, and experience with ServiceNow/ Zendesk.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in application support management, preferably in insurance/financial services.
• Familiarity with ITIL processes and service management best practices.
• Strong analytical and problem-solving skills for troubleshooting complex issues.
• Excellent communication and interpersonal skills for collaboration across teams.
• Experience with cloud-based applications/services (AWS, Azure, SaaS) is a plus.
• Certifications such as ITIL, Microsoft, CompTIA A+ are desirable.
• 3+ years with service desk tools like ServiceNow, ManageEngine, Zendesk.

Responsibilities

• Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring for remote users.
• Log, track, and manage tickets using ServiceNow, ManageEngine, and Zendesk; communicate with end-users and stakeholders.
• Coordinate with vendors and support teams to resolve defects and apply patches or updates.
• Manage configurations, updates, and deployments following best practices and compliance standards.
• Document processes, troubleshooting steps, and user guides for knowledge sharing.
• Monitor application performance and availability to minimize downtime and ensure high service levels.
• Serve as primary contact for escalated requests with timely resolution and clear communication.
• Conduct training sessions and ongoing support for end-users.

Skills

Analytical thinking

Communication

Problem solving

Team collaboration

Customer focus

Education

Bachelor’s degree in Computer Science/IT

Tools

ServiceNow

Zendesk

ManageEngine

PowerShell

Python

Power Automate

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.

• 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, 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.

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

Who you are is who we are.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.

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

#LIRemote#LI-REMOTE

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-by-case basis.

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

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 13, 2026