{"id":2206694,"url":"https://alion.io/job/marshmclennan-senior-analyst-it-product-support","title":"Senior Analyst - IT Product Support","company":{"id":1769686,"name":"Marsh McLennan","domain":"marshmclennan.com","url":"https://alion.io/company/marshmclennan","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kuala Lumpur, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"MS SQL","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-09T23:49:16Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-21T05:21:24Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Company:\nMarsh CorporateDescription:\nWe are seeking a talented individual to join ourIT 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.\nSenior Analyst - IT Product Support\nBe part of the L2 team providing high quality application technical support services within the firm across Asia Pacific region.\nMain responsibility includes:\nManage the day-to-day activities of the technical application support team\nResponsible for the stable operations of the applications managed by the team.\nCollaborating and communicating with business users and helping solve their technical issues\nSupport and/or lead business or legislative projects as SMEs where required\nRegular discussion and interaction with the other functional teams\nIdentify opportunities for improvements and champion discussions within team/across team to bring those improvements in\nWe will count on you to:\nTechnical activities\nManage 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.\nProvide users with best practice communications, guidance, and other appropriate support until tickets are resolved.\nConduct scope and solutions analysis for projects related activities\nProvide application management, including monitoring and maintenance (installation, configuration, administration) of applications and services. Able to identify abnormalities, identify an action plan and lead to resolution. Able to escalate when required to the relevant stakeholder if more support is required.\nArranges communication on software/hardware issues and resolution updates.\nSupport and/or lead trend analysis activities for repeat issues and suggest some improvement plan where applicable.\nCollaborate with various IT functional teams to enhance service availability.\nSupport managers and team for any project activities or initiatives.\nTake interest in learning and applying AI/Automation within current role or beyond.\nEnsures adherence to all relevant implementation, support, and change management processes base on firm’s policies and audit requirements.\nProvides on-call support for business-critical applications during non-core hours.\nAdminister and support Microsoft SQL Server environments, including routine health checks, job monitoring, and basic performance troubleshooting.\nWrite and maintain SQL queries for data validation, operational reporting, and issue investigation, including querying SQL Agent job history when needed.\nProvide operational support for windows application, including process checks, service validation, and log review as part of day-to-day incident triage.\nDevelop and maintain scripts (Shell, Python, or PowerShell) to automate repetitive operational tasks\nMonitor, triage, and follow up on scheduled batch workflows using BMC Control-M, including:Reviewing job status and alerts\nIdentifying upstream/downstream dependencies and rerun requirements\nCoordinating timely recovery actions and communicating impacts\n\nProcess activities\nInitiate Post Incident/Implementation Reviews; identify and own remedial activities through to completion.\nOwn 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.\nMeet with internal users of the support process.\nDevelop effective relationships with other business units and teams, the Service Desk and infrastructure personnel to facilitate the highest level of service to clients.\nEnsure all relevant implementation, support and change management processes are adhered.\nProvide support to business during core hours and on-call support for business-critical application during non-core hours, public holidays and weekend if and when needed.\nMonitor ServiceNow ITSM queue and automated alerts for application related issues and changes.\nConsistently update and maintain Operations and Support Knowledge base.\nArrange communication on software/hardware issues and resolution updates.\nProvide service reports and management summary.\nProject Management\nWork 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.\nOwn and effectively manage personal workload, commitments and responsibilities.\nWhat you need to have:\nBachelor’s degree in computer science or relevant field\n3+ years Level 2/Level 3 application technical support, strong analytical, troubleshooting and problem solving skills in the financial services industry, with specific experience in Wealth management administration or Insurance is an added advantage\nGood knowledge of IT technology for applications and infrastructure, IT Operations and ITIL processes\nGood knowledge in writing/analysing SQL queries will be required.\nKnowledge in Python, Shell or PowerShell scripting will be an added advantage\nUnderstanding of application architecture and support across different infrastructure environments (e.g., on-premises and cloud) is an advantage.\nExperience in application setup, configuration, deployment, and support.\nExcellent interpersonal and communication skills\nGood organisational and planning skills\nHaving knowledge in supporting AI/automation solutions is an added advantage.\nOutcome driven with adherence to deadlines and legislative requirements.\nAbility to work well under pressure/ with minimum supervision.\nStrong self-motivation, client focus, and professionalism with the ability to use your own initiative.\nAbility to work collaboratively in a fast-paced, dynamic environment.\nGood analytical and problem-solving skills\nOther Requirements\nMay require occasional extended hours, public holidays and/or weekends to address critical issues or meet project deadlines.\nAble to commit to hybrid working arrangement, with a minimum of 3 days in office. Flexible to adhere to any change in work arrangements in future.\nCandidate should have available transport to commute to office for the expected business support hours.\nWork shifts will align to the Pacific region, hence business support hours will start at 6am KL and/or 7am KL time.\nWhy join our team:\nWe help you be your best through professional development opportunities, interesting work and supportive leaders.\nWe 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.\nOur scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance\nMarsh (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 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.","description_format":"text","description_chars":8132,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work","Professional development"],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T23:49:16Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.874,"p_room":0.9,"age_days":11,"expected_fill_days":28,"reasons":["conf:0","velocity","win:mid","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/marshmclennan-senior-analyst-it-product-support","json_url":"https://alion.io/job/marshmclennan-senior-analyst-it-product-support.json","meta":{"generated_at":"2026-10-21T19:08:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27076,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1769686},"rest":"https://alion.io/mcp/rest/get_company?id=1769686"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmarshmclennan-senior-analyst-it-product-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmarshmclennan-senior-analyst-it-product-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmarshmclennan-senior-analyst-it-product-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/marshmclennan-senior-analyst-it-product-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmarshmclennan-senior-analyst-it-product-support"}]}