Support Analyst Sr

Marsh & McLennan Companies; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A global leader in risk and strategy, Marsh McLennan is seeking a Support Analyst to provide essential front-line support. The candidate will diagnose and resolve user issues while maintaining strong relationships with platform users and managing service tickets effectively. This role emphasizes problem-solving, technical skills in a hybrid work environment. Ideal for someone with IT experience, particularly in the insurance industry, who possesses excellent communication and stakeholder management abilities.

Qualifications

• 2-5 years of overall IT work experience, preferably with knowledge in the Insurance domain.
• Excellent analytical skills, communication skills, and experience in Incident, Problem, and Change Management.
• Ability to work under pressure and manage multiple tasks simultaneously.

Responsibilities

• Provide functional and technical support to end users on various business and technical issues.
• Respond to and resolve service tickets according to SLA.
• Perform root cause analysis and develop checklists for typical problems.

Skills

Problem-solving

Customer service

Analytical skills

Communication

Stakeholder management

Education

ITIL certification

Tools

JIRA

Git

ServiceNow

MySQL

Oracle

MongoDB

SQL

Windows

Linux

Mac OS

Job description

Company: MMC Corporate

Support Analyst

What can you expect?

The Support Analyst will provide front-line primary functional and technical support to end users on various business and technical issues.

They will also be responsible for responding to and resolving service tickets in a timely manner according to SLA. The candidate must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to the next support level.

Finally, the Support Analyst will perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention.

General Skills:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Asking targeted questions to customers to quickly understand the root of the problem.
• Ensuring all issues are properly logged.
• Prioritizing and managing several open issues simultaneously.
• Following up with clients to ensure their IT systems are fully functional after troubleshooting.
• Preparing accurate and timely reports.
• Documenting technical knowledge in notes and manuals.
• Maintaining positive relationships with platform users.
• Ability to work under pressure and prioritize tasks.

Technical Skills:

• Database: MySQL, Oracle, MongoDB, and SQL
• Hands-on experience with Windows/Linux/Mac OS environments.
• JIRA, Git, GitHub, ServiceNow.
• Excellent problem-solving and communication skills.
• Agile experience (preferred).

What you need to have:

• 2-5 years of overall IT work experience, preferably with knowledge in the Insurance domain.
• Good analytical skills.
• Good communication skills.
• Experience in Incident, Problem, and Change Management is advantageous.
• ITIL certification is a plus.

What makes you stand out?

• Excellent stakeholder management skills – ability to build positive relationships with peers, management, and diverse user groups.
• Assertiveness – confident in presenting views within diverse groups.
• Fluent in English speaking and writing.

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy, and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build confidence to thrive through the power of perspective. For more information, visit marshmclennan.com or follow us on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive, and flexible work environment. We aim to attract and retain the best talent and embrace diversity in all forms. We support hybrid work, combining remote work with in-office collaboration, with colleagues expected to be onsite at least three days per week, including designated 'anchor days'.