Senior Remote Application Support Specialist

Marsh McLennan Agency; City of White Plains (NY); Remote; USD 52,000 - 90,000; Full time

Benefits offered by this job

Generous time off and volunteering

Remote Work

Tuition reimbursement and professional

Stock purchase opportunities

401K retirement programs

Job summary

Marsh McLennan Agency (MMA) seeks a Senior Application Support Administrator to deliver remote, enterprise-level support, ensuring stability, performance, and security of critical applications for MMA employees. You will troubleshoot issues across software, hardware, and access, coordinating with development, infrastructure, and security teams to optimize user experience and minimize downtime.

Your role includes documenting processes, managing tickets with ServiceNow/ManageEngine/Zendesk,

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.

Responsibilities

• Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring to ensure reliable access and operation for remote users.
• Log, track, and manage support tickets using ServiceNow, ManageEngine, and Zendesk, with timely resolution and clear communication to end-users and stakeholders.
• Coordinate with vendors and support teams to identify and resolve application defects, apply patches, and implement updates or enhancements.
• Manage application configurations, updates, and deployments following best practices and compliance standards for retail insurance operations.
• Develop and maintain detailed documentation for processes, troubleshooting steps, and user guides.
• Monitor application performance and availability, proactively identifying issues and implementing solutions to minimize downtime.
• Serve as primary contact for escalated requests, ensuring timely resolution and stakeholder engagement across remote teams.
• Conduct training sessions and provide ongoing user support to maximize value of retail insurance applications and tools.
• Assist with system upgrades, migrations, and integrations with minimal business impact and regulatory compliance.
• Mentor junior team members and promote knowledge sharing and professional development.
• Stay informed about industry trends and emerging technologies to drive process improvements.

Skills

ITIL

ServiceNow

ManageEngine

Zendesk

Cloud apps

Insurance AMS

Application monitoring

PowerShell

Python

SSL management

Education

Bachelor’s degree in Computer Science/Information Technology or related field

Tools

ServiceNow

ManageEngine

Zendesk

AWS

Azure

PowerShell

Python

Job description

Marsh McLennan Agency (MMA) seeks a Senior Application Support Administrator to deliver remote, enterprise-level support, ensuring stability, performance, and security of critical applications for MMA employees. You will troubleshoot issues across software, hardware, and access, coordinating with development, infrastructure, and security teams to optimize user experience and minimize downtime.

Your role includes documenting processes, managing tickets with ServiceNow/ManageEngine/Zendesk,