Senior Application Support Lead (Remote)

Marsh; Nashville (TN); Remote; USD 52,000 - 90,000; Full time

Benefits offered by this job

Remote Work

Generous time off

Tuition reimbursement and professional

Stock purchase opportunities

Charitable contribution match programs

Job summary

Marsh McLennan Agency seeks a Senior Application Support Administrator to deliver remote service desk support for enterprise applications, ensuring stability, performance, and security for MMA users. You will troubleshoot incidents, manage user requests, and collaborate with development, infrastructure, security, and business units to keep systems operating smoothly.

The role requires ITIL familiarity, experience with ServiceNow/Zendesk/ManageEngine, oversight of deployments, documentation, and

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.

Responsibilities

• 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.

Skills

ITIL processes

Analytical skills

Excellent communication

Problem solving

Team collaboration

Power Automate

PowerShell

Python

Education

Bachelor’s degree in Computer Science/Information Technology

Tools

ServiceNow

ManageEngine

Zendesk

AWS

Azure

Epic

Sagitta

Job description

Marsh McLennan Agency seeks a Senior Application Support Administrator to deliver remote service desk support for enterprise applications, ensuring stability, performance, and security for MMA users. You will troubleshoot incidents, manage user requests, and collaborate with development, infrastructure, security, and business units to keep systems operating smoothly.

The role requires ITIL familiarity, experience with ServiceNow/Zendesk/ManageEngine, oversight of deployments, documentation, and