Senior Technical Support Analyst

Company:Description:Marsh McLennan is seeking candidates for the following position based in our Sydney office:Senior Technical Support AnalystWhat can you expect?The Senior Technical Support Analyst will be a member of the Application Management Services (AMS) Application Support Group under MMC Tech. The key responsibility is to provide high quality support to the Operations business across the Pacific Region.This will be achieved through participation in:

• The configuration and maintenance of the administration system applications
• Communicating with business users and help solving their technical issues
• Business IT driven projects as SMEs where required.
• Regular discussion and interaction with the other functional teams

What’s in it for you?At Marsh McLennan, we recognise that our most important asset is our people. We also know the value of healthy, happy colleagues and promote an inclusive culture of care and wellbeing, offering benefits such as flexible working, a dress to suit policy, health reimbursements, and much more! We offer:

• A professional environment where your career path really matters and is supported in our global organization.
• A great team environment with energetic and supportive colleagues.
• Genuine work life balance – flexible working.
• Great training and development opportunities to help drive your career path.

We will count on you to:

• Manage to investigate, triage, diagnose and resolve complex application issues reporting in the company’s incident management and tracking tool.
• Utilise a suite of monitoring tools such as AlertSite to proactively identify issues.
• Manage and coordinate escalations to other AMS teams and Major Incident Management teams.
• Update knowledgebase entries: create and maintain systems FAQs and procedures to effectively reply to user queries.
• Escalate issues where necessary and work closely with Tier 1 team as well as Tier 3 teams.
• Identify misrouted tickets and re-assign them appropriately.
• Ensure all relevant implementation, support, and change management processes are adhered to.
• Provide support during core hours and additional support for business-critical application during non-core hours, whenever required.
• Work with Project Teams to support the implementation of technology related projects with minimal impact to the production environment.

What you need to have:

• 3+ years Level 2 application Technical Support experience
• Strong analytical, troubleshooting and problem solving skills
• Good knowledge of IT operations processes aligned with ITIL.
• Excellent interpersonal and communication skills.
• Good organisational and planning skills.
• General knowledge on networking, Windows, Active Directory, OKTA, Oracle and SQL.

What makes you stand out?

• Knowledge of Powery Query and eBix applications
• ITIL Certification
• Understanding of the change management process

About Marsh McLennan:(NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy and people. The Company’s more than 85,000 colleagues advise clients in over 130 countries. With annual revenue of $23 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. data-driven risk advisory services and insurance solutions to commercial and consumer clients. develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and well being for a changing workforce. serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit , or follow us on and .How to ApplyIf you are looking for a challenging new role in a truly global organisation that is committed to innovation and excellence, then look no further than Mercer. Apply now, by clicking, “APPLY” and attach your resume.Please note: All offers of employment are contingent upon clear results of a thorough background check including criminal record check, previous employment history and financial stability. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.