Platform Support Administrator - Technical Lead

Marsh McLennan•Morristown, TN

3d•Hybrid

About The Position

Marsh & McLennan Shared Services LLC is seeking candidates for the full-time position of Platform Support Administrator - Technical Lead. This role involves supporting the design, implementation, and ongoing maintenance of the Planview platform. Key responsibilities include maintaining, configuring, and troubleshooting Planview Portfolios modules, managing end-user work requests and help desk tickets, and performing regular system maintenance. The position also entails overseeing all aspects of user and license management, including new user setup/deactivation, roles, permissions, application configuration, and security settings. Furthermore, the role requires creating custom reports to evaluate project/portfolio status, developing dashboards, portlets, and reports for business data and metrics using Power BI, SSRS, and custom PL/SQL scripts. The administrator is accountable for data analysis and programming, providing data analysis and queries to support IT and other business initiatives, and offering guidance while enforcing system processes and usage rules. Regular system maintenance, timely upgrades, communications, and process updates are also part of the role. The individual is expected to suggest, contribute, and implement improvements within their scope and broader processes/applications as part of continuous service improvement and group strategic aims, identifying opportunities for systems and tools enhancements and automation to aid operational efficiencies. They will contribute to group and team-wide improvement initiatives, leveraging knowledge and skills to identify further opportunities for improvement, and consistently follow and adhere to end-user support and operation processes and standards. Occasional off-hours support may be required.

Requirements

Must have a Bachelor’s degree or foreign equivalent in Applied Computer Science or a related field plus five (5) years of experience in the position offered or a related position.
Must have five (5) years of project portfolio management (PPM) software experience with all of the following: Troubleshooting and resolving technical issues related to software applications and systems, including diagnosing problems, identifying root causes, and implementing solutions in a timely manner; Conducting product demonstrations with business stakeholders to explain or clarify current system behavior; Presenting practical solutions for identified issues, analyzing performance, and communicating technical details; Writing and optimizing scripts to automate repetitive tasks, developing custom applications to enhance support processes, and debugging existing code; Writing complex SQL queries to extract and manipulate data for reporting and troubleshooting, utilizing systems including PowerBI, SQL Server and Oracle; Creating and maintaining comprehensive documentation for processes, troubleshooting steps, and user guides to ensure accessibility and clarity for both team members and end users.
Must include two (2) years of experience with all of the following: Managing and maintaining the entire Planview ecosystem, including Portfolios, AgilePlace, ProjectPlace, Planview Hub, and Planview.ME; Offering technical support and troubleshooting for Planview-related integration and development issues; Working with REST and SOAP APIs in Planview.

Responsibilities

Support the design, implementation and ongoing support of the Planview platform.
Maintain, configure, and troubleshoot Planview Portfolios modules, end-user work requests, help desk tickets, process changes, and perform regular system maintenance.
Oversee all aspects of user and license management, including new user setup/deactivation, roles, permissions, application configuration, and security settings.
Create custom reports that support the evaluation of project/portfolio status and allow optimal start and delivery dates for projects to be determined.
Develop dashboards, portlets, and reports for business data and metrics using Power BI, SSRS, and custom PL/SQL scripts.
Accountable for data analysis and programming.
Provide data analysis and queries to support IT and other business initiatives.
Provide guidance and enforce system processes and usage rules.
Perform regular system maintenance by supporting timely upgrades, communications, and process updates.
Suggest, contribute, and implement improvements within area of scope and broader processes/applications as part of continuous service improvement and group strategic aims.
Identify opportunities for systems and tools enhancements, and automation to aid operational efficiencies.
Contribute to group and team-wide improvement initiatives.
Leverage knowledge and skills to identify further opportunities for improvement.
Consistently follow and adhere to end user support and operation processes and standards.
Occasional off-hours support as needed.