Senior Application Support Lead (Remote)

Marsh & McLennan Companies; Edina (MN); Remote; USD 52,000 - 90,000; Full time

Benefits offered by this job

Remote Work

Generous time off

Tuition reimbursement

Stock purchase opportunities

Charitable contribution match programs

Job summary

Marsh McLennan Agency (MMA) is hiring a Senior Application Support Administrator in Edina, MN. You will deliver remote service desk support to enterprise users, troubleshoot issues, and ensure application stability and security across systems.

You will use ServiceNow, ManageEngine, and Zendesk to manage tickets, coordinate with vendors, and maintain documentation. Strong ITIL knowledge, cloud experience, and a customer-focused mindset are essential for success in this role.

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 best practices for service management.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills across technical and non-technical teams.
• Experience with cloud-based applications (AWS/Azure) is a plus.
• 3+ years of experience with service desk tools (ServiceNow, ManageEngine, Zendesk).
• Experience with AMS like Applied Systems' Epic or Vertafore's Sagitta preferred.
• Experience with application monitoring and maintenance (availability, performance, jobs, interfaces, API and DB connectivity).
• Automation support using Power Automate, PowerShell and Python.

Responsibilities

• Provide expert-level support for enterprise applications, including troubleshooting and performance monitoring for remote users.
• Log, track, and manage tickets using ServiceNow, ManageEngine, and Zendesk with timely communication.
• Coordinate with vendors and support teams to identify defects and apply patches or updates.
• Manage configurations, updates, and deployments per policies and compliance standards.
• Create and maintain documentation for processes, troubleshooting steps, and user guides.
• Monitor application performance and availability to minimize downtime and ensure service levels.
• Serve as primary contact for escalated requests and stakeholder engagement across remote teams.
• Conduct training sessions and ongoing support for end-users to maximize value of applications.
• Participate in upgrades, migrations, and integrations with minimal business impact.
• Mentor junior team members and stay current with industry trends to drive improvements.

Skills

Analytical skills

Communication skills

Problem-solving

Collaboration

Education

Bachelor’s degree in CS/IT or related

Tools

ServiceNow

ManageEngine

Zendesk

AWS/Azure

PowerShell

Python

Power Automate

Job description

Marsh McLennan Agency (MMA) is hiring a Senior Application Support Administrator in Edina, MN. You will deliver remote service desk support to enterprise users, troubleshoot issues, and ensure application stability and security across systems.

You will use ServiceNow, ManageEngine, and Zendesk to manage tickets, coordinate with vendors, and maintain documentation. Strong ITIL knowledge, cloud experience, and a customer-focused mindset are essential for success in this role.