Senior Application Support Administrator

Marsh McLennan•White Plains, NY

5d•Remote

About The Position

As a Senior Application Support Administrator at Marsh McLennan Agency, you will deliver remote service desk support to enterprise users and help ensure the stability, performance, and security of critical applications. You will provide timely assistance with software, hardware, and access issues; troubleshoot and resolve incidents; manage user requests; and minimize disruption to business operations. You will collaborate with development, infrastructure, security, business units, vendors, and support teams to maintain the organization’s digital ecosystem and deliver a positive user experience. The role supports enterprise and retail insurance applications through troubleshooting, performance monitoring, configuration, updates, deployments, defect resolution, patches, and enhancements. You will document application processes and user guidance, respond to escalated requests, train end-users, and participate in upgrades, migrations, and integrations. You will also mentor junior team members and recommend process improvements based on industry trends and emerging technologies. The role includes application monitoring and maintenance, SSL certificate renewals and installations, coordination with Azure, network, cybersecurity, and infrastructure teams, and support for automation using Power Automate, PowerShell, and Python. This is a remote role. The applicable base salary range is $51,700 to $90,400, with the offered base pay determined by factors including experience, skills, training, location, certifications, education, and applicable minimum wage requirements. The position may also be eligible for performance-based incentives.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.
At least 5 years of experience in application support management, preferably in insurance or financial services.
Familiarity with ITIL processes and service management best practices.
Strong analytical and problem-solving skills, including the ability to troubleshoot complex issues.
Strong communication and interpersonal skills and the ability to collaborate across technical and non-technical teams.

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.
At least 5 years of experience with application monitoring and maintenance, including application availability, performance, jobs, interfaces, API, and database connectivity.

Responsibilities

Provide expert-level support for enterprise applications, including troubleshooting, issue resolution, and performance monitoring for remote users.
Use service desk tools such as ServiceNow, ManageEngine, and Zendesk to log, track, and manage tickets and communicate with end-users and stakeholders.
Coordinate with vendors and support teams to identify and resolve application defects, apply patches, and implement updates or enhancements.
Manage application configurations, updates, and deployments in accordance with best practices, organizational policies, and industry compliance standards for retail insurance operations.
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 and maintain service levels.
Serve as a primary contact for escalated support requests and ensure timely resolution, clear communication, and stakeholder engagement.
Conduct training sessions and provide ongoing support to end-users.
Participate in system upgrades, migrations, and integrations, supporting smooth transitions and compliance with industry standards.
Mentor and support junior team members through guidance and knowledge sharing.
Stay informed about industry trends, retail insurance applications, and emerging technologies; recommend process improvements.
Monitor and maintain application availability, performance, jobs, interfaces, APIs, and database connectivity.
Assist with SSL certificate renewals and installations for supported applications.
Coordinate with Azure, network, cybersecurity, and infrastructure teams.
Support automation using Power Automate, PowerShell, and Python.