Application Support Analyst
We are seeking an Application Support Analyst to join our team at Marsh. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office. As an Application Support Analyst at Marsh, you will assume ownership of support cases and follow these through until the issues are resolved or raised as a software defect. You will be expected to use a variety of technical tools and the knowledge base, as well as liaising with product managers, software engineers and other technical teams, to reach a resolution or workaround to each issue.
We will count on you to:
- Analyze incidents received via the service desk platform in respect of the Darwin application
- Provide 3rd line support to internal and external customers; assist in troubleshooting problems which have surpassed the abilities of other support staff members
- Diagnose the underlying cause of incidents or performance issues, and where necessary identify and implement workarounds until these are resolved.
- Analysis of databases using SQL and MongoDB queries to both aid the troubleshooting process as well as fulfilling Service Requests for data retrieval.
- Diagnose and report unresolved issues (defects) in a clear, concise manner to the Software Engineering Team for resolution
- Stay up to date with system information, changes and updates, continually improve understanding of business needs from all stakeholder perspectives, including customers, 3rd party suppliers, and host systems.
- Monitoring of live service performance and alerting.
What you need to have:
- 5+ years of experience in an application support role
- Excellent problem-solving skills
- A technical aptitude to quickly learn and understand new technologies
- High attention to detail and Strong initiative
- Ability to manage multiple complex tasks in a fast-paced environment
- Ability to work well within a team
- Excellent communication skills in English is a must
What makes you stand out:
- Prior experience supporting complex software applications
- Prior experience working with SQL Server and MongoDB databases is desirable
Why join our team:
- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
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 the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow 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 people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
