Senior Analyst Product Support

Company:

Marsh Corporate

Description:

We are seeking a talented individual to join our IT Product Support team at Marsh. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working three days in office.

Senior Analyst - Product Support

Provide high quality support to the Operations business across the Pacific Region to enable the delivery of administration services to Operations clients.

This is achieved through participation in:

• the configuration and maintenance of the administration system applications

• communicating with business users and helping solve their technical issues

• business or legislative-driven projects as SMEs where required

• regular discussion and interaction with the other functional team

​We will count on you to:

1. Technical activities

• Manage activities to investigate, triage, diagnose and resolve complex application issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate to resolve issues.

• Provide users with best practice communications, guidance, and other appropriate support until tickets are resolved.

• Conduct scope and solutions analysis for project-related activities.

• Provide application management, including monitoring and maintenance (installation, configuration, administration) of applications and services.

2. Process activities

• Initiate Post Incident/Implementation Reviews; identify and own remedial activities through to completion.

• Own the support and management of key Business Critical Applications; ensure monitoring is in place, identify and report on service issues, and formulate proposals for improvement.

• Meet with internal users of the support process.

• Develop effective relationships with other business units and teams, the Service Desk and infrastructure personnel to facilitate the highest level of service to clients.

• Ensure all relevant implementation, support and change management processes are adhered to.

• Provide support to business during core hours and on-call support for business-critical application during non-core hours, public holidays and weekends if and when needed.

• Monitor ServiceNow ITSM queue and automated alerts for application-related issues and changes.

• Consistently update and maintain Operations and Support Knowledge Base.

• Arrange communication on software/hardware issues and resolution updates.

• Provide service reports and management summary.

3. Project Management

• Work with Project Teams to ensure technology-related projects are implemented successfully and on time with minimal impact to the production environment, including meeting all appropriate SLAs for support cases.

• Own and effectively manage personal workload, commitments and responsibilities.

4. People and self-management

• Develop an experienced knowledge of the business.

• Research best practices and educate teams as needed.

• Keep abreast of new features and applications.

• Demonstrate effective organization in managing support assignments.

• Resolve issues within expected turnaround time.

• Work independently with minimal supervision.

• Identify opportunities for improvements to drive further efficiencies within work processes or application solutions.

What you need to have:

• 3+ years Level 1/Level 2 application technical support, good analytical, troubleshooting and problem-solving skills.

• Moderate to skilled level Japanese language is mandatory

• Excellent interpersonal and communication skills

• Good organisational and planning skills

• Sound knowledge of superannuation administration processe

• Experience in application setup, configuration, deployment, and support.

• Good analytical and problem-solving skills.

• Ability to work well under pressure/with minimum supervision.

• General knowledge on networking, Windows/Unix Server/OS, Active Directory, switches/routers, firewalls and VDI

• Knowledge and experiences working in:

• DNS, Firewall, SSL, redirects, and related operations

• Knowledge on queries/scripting – Java, C##, Python, PHP

• Have some knowledge on MongoDB

• Exposure to AI/Automation tools will be an added advantage.

• Outcome driven with adherence to deadlines and legislative requirements.

• Sound understanding for Identity and access management (IAM) and user access management.

What makes you stand out:

• Strong self-motivation, client focus, and professionalism with the ability to use your own initiative

• Willingness to learn, possess a positive attitude and able to work in a fast-paced environment

• Self-motivated, highly organized, resourceful and meticulous

• Ability to multi-task and work well under pressure

• Ability to work independently as well as within a team

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.