Senior Remote Application Support Lead

Marsh McLennan; Oregon; Híbrido; USD 52.000 - 90.000; Tempo integral

Benefícios oferecidos por esta vaga

Generous time off

Tuition reimbursement

Remote Work

Charitable contribution match programs

Stock purchase opportunities

Resumo da vaga

Marsh McLennan Agency is seeking a Senior Application Support Administrator to deliver remote service desk support to enterprise users, ensuring stability and performance of core applications. You will troubleshoot incidents, manage requests, and collaborate with cross-functional teams across IT and business units.

Ideal candidates have 5+ years in application support, ITIL, and experience with ServiceNow/ Zendesk.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

ITIL processes

Strong communication

Problem-solving

Team collaboration

Formação

Bachelor's degree in Computer Science, Information Technology, or related field

Ferramentas

ServiceNow

ManageEngine

Zendesk

AWS

Azure

Applied Epic / Vertafore Sagitta

Descrição da vaga

Marsh McLennan Agency is seeking a Senior Application Support Administrator to deliver remote service desk support to enterprise users, ensuring stability and performance of core applications. You will troubleshoot incidents, manage requests, and collaborate with cross-functional teams across IT and business units.

Ideal candidates have 5+ years in application support, ITIL, and experience with ServiceNow/ Zendesk.