Senior Enterprise App Support Lead - Remote

Marsh; Columbia (SC); 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 seeks a Senior Application Support Administrator to deliver remote service desk support for enterprise applications, ensuring stability, performance, and security for MMA employees. You will troubleshoot incidents, manage user requests, and collaborate with cross-functional teams to minimize downtime.

The role requires ITIL familiarity, 5+ years in application support, and experience with ServiceNow, ManageEngine, Zendesk, plus AMS systems like Epic or Sagitta.

Qualifications

• Bachelor-level degree in CS/IT or related field.
• 5+ years in application support management, preferably in insurance/financial services.
• Familiar with ITIL processes and service management best practices.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills across teams.
• Experience supporting cloud-based apps (AWS/Azure) is a plus.
• Relevant certifications such as ITIL, Microsoft Certified, CompTIA A+ are desirable.
• 3+ years using ServiceNow, ManageEngine, Zendesk for service desks.
• Experience with AMS like Epic or Sagitta is preferred.
• Knowledge of application monitoring, DB connectivity, and integrations.

Responsibilities

• Provide expert-level support for enterprise applications, including troubleshooting and performance monitoring.
• Log, track, and manage tickets using ServiceNow, ManageEngine, and Zendesk, ensuring timely resolution.
• Coordinate with vendors and support teams to fix defects and deploy updates.
• Manage configurations, updates, and deployments per policies and compliance.
• Develop and maintain documentation for processes, troubleshooting steps, and user guides.
• Monitor app performance and availability to minimize downtime and meet service levels.
• Serve as primary contact for escalated requests with clear communication to stakeholders.
• Conduct end-user training and ongoing support for retail insurance applications.
• Participate in system upgrades, migrations, and integrations with minimal business impact.
• Mentor junior team members and promote knowledge sharing and growth.
• Stay informed on industry trends and new technologies to drive process improvements.

Skills

ITIL familiarity

Cloud applications

Communication

Problem solving

Automation (PowerShell, Python)

SaaS experience

Education

Bachelor's degree in Computer Science / IT

Tools

ServiceNow

ManageEngine

Zendesk

Epic / Sagitta AMS

AWS

Azure

Power Automate

PowerShell

Python

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 employees. You will troubleshoot incidents, manage user requests, and collaborate with cross-functional teams to minimize downtime.

The role requires ITIL familiarity, 5+ years in application support, and experience with ServiceNow, ManageEngine, Zendesk, plus AMS systems like Epic or Sagitta.