Specialist - IT Application Support

Company:

Marsh

Description:

Specialist - IT Application Support

We are seeking a Specialist - IT Application Support to join our team at Marsh. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office.

We will count on you to:

• Understanding the applications, their processes, and stakeholder requirements.
• Providing Level 2 support for three .NET web applications, focusing on database and application issues, including integration with third-party vendors.
• Investigating and analyzing errors reported through the ServiceNow ticketing platform to determine if escalation, configuration changes, or user guidance is needed, while assessing impact.
• Performing root cause analysis for all high-priority tickets and sharing incident reports with stakeholders.
• Managing data patches and monitoring application performance using tools such as DataDog or similar.
• Communicating updates on high-priority tickets and application/environment deployments to stakeholders.
• Developing and maintaining professional relationships with all online business teams and providing support as needed.
• Collaborating with users and other teams to resolve issues and provide clear instructions.
• Working with relational databases (SQL Server) and non-relational databases such as MongoDB.
• Creating and maintaining knowledge base documentation for processes and application support.

What you need to have:

• A degree in Computer Systems, Engineering, or a related field.
• 2 to 3 years of experience in application support.
• Hands-on support and development experience with C#, ASP.NET, AJAX, and JQuery.
• Experience with reporting tools such as Crystal Reports, Qlik, or similar is highly desirable.
• Strong knowledge of SQL Server and scripting.
• Experience with ticketing platforms like ServiceNow and understanding of SLA management.
• Excellent and effective communication skills.
• Fast learner, quality-conscious, and committed to meeting deadlines.
• Strong debugging and troubleshooting skills.
• Conversational English skills are required, as you will be communicating with teams worldwide.

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.

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.