Senior Application Support Administrator

Marsh McLennan; South Carolina; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Tuition reimbursement

Remote Work

Stock purchase opportunities

Job summary

Marsh McLennan Agency (MMA) is seeking a Senior Application Support Administrator to deliver remote service desk support for enterprise applications, ensuring stability, performance, and security for remote users. You will troubleshoot incidents, manage user requests, and collaborate with development, infrastructure, security, and business units to optimize the organization’s digital ecosystem.

The role requires 5+ years in application support, familiarity with ITIL/Service Management, and

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Responsibilities

• Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring to ensure reliable access and operation for remote users.
• Log, track, and manage support tickets using ServiceNow, ManageEngine, and Zendesk, ensuring timely resolution and clear communication with end-users.
• Coordinate with vendors and internal teams to identify and resolve defects, apply patches, and implement updates to improve functionality and user experience.
• Manage application configurations, updates, and deployments per best practices, policies, and industry standards within retail insurance operations.
• Develop and maintain documentation for processes, troubleshooting steps, and user guides to support consistency and knowledge sharing.
• Monitor application performance and availability; proactively identify and address issues to minimize downtime and maintain service levels.
• Serve as primary contact for escalated requests; engage stakeholders across remote teams with clear, timely communication.
• Conduct training sessions and provide ongoing support to optimize end-user value of retail insurance applications and tools.
• Participate in system upgrades, migrations, and integrations with minimal business disruption.

Skills

ITIL

Remote support

Customer focus

PowerShell

Python

Power Automate

APIs

Education

Bachelors in Computer Science / IT

Tools

ServiceNow

ManageEngine

Zendesk

AWS

Azure

PowerShell

Python

Job description

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. 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).

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.

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.

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.

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’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.

Generous time off, including personal and volunteering

• Tuition reimbursement and professional development opportunities
• Remote Work
• Stock purchase opportunities

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

#LI-REMOTE

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