Senior Application Support Administrator

Marsh McLennan•Frederick, CO

6d•$51,700 - $90,400•Remote

About The Position

The Senior Application Support Administrator delivers remote service desk support to enterprise users and helps ensure the stability, performance, and security of critical applications. The role provides timely assistance with software, hardware, and access issues; troubleshoots and resolves incidents; manages user requests; and minimizes disruption to business operations. The administrator collaborates with development, infrastructure, security, vendors, and business teams to support MMA’s digital ecosystem and improve user experience and satisfaction. The position supports enterprise and retail insurance applications, monitors application performance and availability, manages configurations, updates, deployments, upgrades, migrations, and integrations, and maintains operational documentation and user guides. It also handles escalated requests, trains end users, mentors junior colleagues, and contributes to continuous improvement. Responsibilities include supporting application monitoring and maintenance, SSL certificate renewals and installations, and automation using Power Automate, PowerShell, and Python.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.
At least 5 years of experience in application support management; insurance or financial services experience is preferred.
Familiarity with ITIL processes and service management best practices.
Excellent analytical and problem-solving skills, including the ability to troubleshoot complex issues.
Strong communication and interpersonal skills and the ability to collaborate with technical and non-technical teams.
At least 5 years of experience with application monitoring and maintenance, including availability, performance, jobs, interfaces, API, and database connectivity.

Nice To Haves

Experience supporting cloud-based applications and services, such as AWS, Azure, or SaaS platforms.
Relevant certifications such as ITIL, Microsoft Certified, CompTIA A+, or similar.
At least 5 years of experience with service desk tools such as ServiceNow, ManageEngine, and Zendesk.
At least 5 years of experience with insurance Agency Management Systems (AMS), such as Applied Systems' Epic or Vertafore's Sagitta.

Responsibilities

Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring for remote users.
Use ServiceNow, ManageEngine, and Zendesk to log, track, and manage support tickets, communicate with users and stakeholders, and ensure timely resolution.
Coordinate with vendors and support teams to resolve application defects and apply patches, updates, and enhancements.
Manage application configurations, updates, and deployments in accordance with best practices, organizational policies, and industry compliance standards.
Develop and maintain documentation for application processes, procedures, troubleshooting steps, and user guides.
Monitor application performance and availability, identify potential issues, and implement solutions to minimize downtime.
Serve as a primary contact for escalated support requests and coordinate resolution and stakeholder communication across remote teams.
Conduct training sessions and provide ongoing support to end users.
Participate in system upgrades, migrations, and integrations, minimizing business disruption and meeting applicable standards.
Mentor and support junior team members through guidance and knowledge sharing.
Stay informed about industry trends, retail insurance applications, and emerging technologies, and recommend process improvements.
Monitor and maintain application availability, performance, jobs, interfaces, APIs, and database connectivity.
Assist with SSL certificate renewals and installations, coordinating with Azure, network, cybersecurity, and infrastructure teams.
Support automation using Power Automate, PowerShell, and Python.