Application Support Analyst

Company:Mercer

Description:

We are seeking a talented individual to join our Operations and Technology team at Mercer. This role will be based in Melbourne. 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, you will provide high-quality support to the Operations business across the Pacific Region, enabling the delivery of administration services to Operations clients. You will be part of a dynamic team responsible for system configuration, application maintenance, and resolving technical issues while collaborating closely with various functional teams.

We will count on you to:

• Manage activities to investigate, triage, diagnose, and resolve complex application issues, working with internal and occasional external clients, IT departments, and suppliers.
• Provide best practice communications, guidance, and support to users until tickets are resolved.
• Conduct scope and solutions analysis for project-related activities and provide application management including monitoring, installation, configuration, and administration.
• Initiate post-incident/implementation reviews and own remedial activities through to completion.
• Support and manage key business-critical applications, ensuring monitoring, reporting service issues, and proposing improvements.
• Collaborate with business units, Service Desk, and infrastructure teams to deliver high service levels and adhere to support and change management processes.
• Provide support during core hours and on-call support for business-critical applications during non-core hours, public holidays, and weekends as needed.
• Work with project teams to ensure successful and timely implementation of technology projects with minimal production impact.

What you need to have:

• 3+ years of Level 2/Level 3 application technical support experience with strong analytical, troubleshooting, and problem-solving skills.
• Excellent interpersonal and communication skills, with good organizational and planning abilities.
• Sound knowledge of superannuation administration processes and experience in application setup, configuration, deployment, and support.
• General knowledge of networking, Windows/Unix Server/OS, Active Directory, switches/routers, firewalls, VDI, and related technologies such as DNS, Firewall, SSL, SQL scripting, Unix application deployments, and identity/access management.

What makes you stand out:

• Experience with SQL queries/scripting (Oracle, PL SQL, SQL Server), asp.net, ODBC, JDBC, and Unix/Linux environments (Jboss6, EAP, IIS).
• Strong self-motivation, client focus, and professionalism with the ability to work independently and use your own initiative.
• Flexible work approach, including willingness to provide on-call support and work during weekends or public holidays when required.

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 (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh 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. Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencing of employment.

Marsh 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 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.