Senior Application Support Lead (Remote) for Enterprise Apps

Marsh; 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

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.