IT Product Support Specialist

Marsh McLennan•Vancouver, BC

4d•CA$70,500 - CA$112,900•Hybrid

About The Position

We are seeking a talented individual to join our team at Marsh. This role will be based in Toronto, Calgary, Vancouver, Saskatoon, or Regina. This is a hybrid role that has a requirement of working at least three days a week in the office. This position focuses on providing Level 2 support. The team is responsible for database management, data patching, and investigating application issues to ensure smooth operations and timely incident resolution.

Requirements

Degree in Computer Science or Information Technology.
Hands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.
Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns.
Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway.
Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith.
Basic understanding of AI models (traditional and LLMs)—model lifecycle, bias/accuracy, and model drift—plus knowledge of prompt engineering.
Must be willing and able to work standard Pacific Time (PT) business hours.

Nice To Haves

Cloud technologies (AWS, Azure); ITIL certified; experience working in offshore–onsite delivery teams.
Excellent and effective English communication skills.
Strong debugging, troubleshooting, analytical, and design capabilities.
Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines.

Responsibilities

Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed.
Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined.
Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades).
Monitor application and server health, logs, and alerts; analyze issues, raise and escalate support tickets as required, and validate fixes through stakeholder testing.
Perform root cause analysis for high‑priority incidents, prepare incident reports, and share findings and next steps with stakeholders.
Communicate timely updates to stakeholders on high‑priority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation.
Ensure adherence to implementation, support, and change‑management processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce service‑management summary reports.
Be available for meetings, on‑call and off‑hours support (including weekends) and work a flexible schedule to accommodate off‑hours conference calls.