Specialist - IT Application Support
Job Summary
Job Description
We are seeking an Application Support Analyst to join our team at Marsh in Mexico City. This hybrid role involves owning support cases, troubleshooting issues, and collaborating with technical teams. You will analyze incidents, provide 3rd line support, diagnose root causes, and implement workarounds for the Darwin application. Responsibilities include SQL and MongoDB query analysis for troubleshooting and data retrieval, reporting defects, staying updated on system changes, and monitoring live service performance.
Must have:
- Analyze incidents for the Darwin application via service desk.
- Provide 3rd line support to internal and external customers.
- Diagnose incident causes, performance issues, and implement workarounds.
- Perform SQL and MongoDB queries for troubleshooting and data retrieval.
- Report unresolved issues (defects) to the Software Engineering Team.
- Stay updated on system information, changes, and business needs.
- Monitor live service performance and alerting.
- Possess 5+ years of application support experience.
- Demonstrate excellent problem-solving skills.
- Exhibit technical aptitude to quickly learn new technologies.
- Show high attention to detail and strong initiative.
- Manage multiple complex tasks in a fast-paced environment.
- Work effectively within a team.
- Have excellent communication skills in English.
Good to have:
- Prior experience supporting complex software applications.
- Prior experience working with SQL Server and MongoDB databases.
Perks:
- Professional development opportunities.
- Interesting work and supportive leaders.
- Vibrant and inclusive culture.
- Opportunity to work with talented colleagues.
- Range of career opportunities.
- Benefits and rewards to enhance well-being.
5 skills required
Job Details
We are seeking an Application Support Analyst to join our team. 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 assume ownership of support cases and follow these through until the issues are resolved or raised as a software defect. You will be expected to use a variety of technical tools and the knowledge base, as well as liaising with product managers, software engineers and other technical teams, to reach a resolution or workaround to each issue.
We will count on you to:
- Analyze incidents received via the service desk platform in respect of the Darwin application
- Provide 3rd line support to internal and external customers; assist in troubleshooting problems which have surpassed the abilities of other support staff members
- Diagnose the underlying cause of incidents or performance issues, and where necessary identify and implement workarounds until these are resolved.
- Analysis of databases using SQL and MongoDB queries to both aid the troubleshooting process as well as fulfilling Service Requests for data retrieval.
- Diagnose and report unresolved issues (defects) in a clear, concise manner to the Software Engineering Team for resolution
- Stay up to date with system information, changes and updates, continually improve understanding of business needs from all stakeholder perspectives, including customers, 3rd party suppliers, and host systems.
- Monitoring of live service performance and alerting.
What you need to have:
- 5+ years of experience in an application support role
- Excellent problem-solving skills
- A technical aptitude to quickly learn and understand new technologies
- High attention to detail and Strong initiative
- Ability to manage multiple complex tasks in a fast-paced environment
- Ability to work well within a team
- Excellent communication skills in English is a must
What makes you stand out:
- Prior experience supporting complex software applications
- Prior experience working with SQL Server and MongoDB databases is desirable
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.
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About The Company
Marsh McLennan (NYSE: MMC) is the world's leading professional services firm in the areas of risk, strategy and people. The Company's 76,000 colleagues advise clients in over 130 countries. With annualized revenue approaching $17 billion, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions. Guy Carpenter develops advancedrisk,reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations meet the health, wealth and career needs of a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients.
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