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IT Product Support Analyst
Technology / Software Development
Company:
MarshDescription:
We are seeking an IT Product Support Analyst. This role will support a broad portfolio of desktop applications and SaaS products, helping ensure services are stable, well governed, and aligned to business needs.
The successful candidate will work closely with business stakeholders, technology teams, project teams, and third-party vendors to coordinate support activities, manage service requests, contribute to change and governance processes, and help improve the colleague technology experience across a global environment.
Key Responsibilities
Provide product support across desktop applications and SaaS platforms, including issue triage, investigation, coordination, and resolution.
Work with internal technology teams, suppliers, and stakeholders to manage tickets, escalations, service levels, and communications.
Support ITIL-aligned service management processes, including incident, problem, change, and service request management.
Maintain and improve support documentation, runbooks, knowledge articles, service reports, and management summaries.
Assist with licensing governance, including entitlement tracking, renewals, compliance, and vendor communications.
Support platform governance, vulnerability remediation coordination, UAT planning, process analysis, and project coordination activities.
Use approved AI tools such as LenAI and AskLen to streamline routine processes, improve insight generation, and support data-driven decisions.
About You
You will bring strong technical support experience, excellent stakeholder communication skills, and the ability to work effectively in a matrixed, fast-moving environment. You should be comfortable balancing multiple priorities, analysing information, coordinating across teams, and contributing to continuous improvement.
Required Experience and Skills
Bachelor’s degree in a technology-related discipline, or equivalent education, training, and experience.
Experience in a technical second- or third-level infrastructure support role.
Working knowledge of ITIL, service management, ServiceNow workflows, change management, and ticket lifecycle management OR similar technologies.
Experience supporting desktop applications, SaaS platforms, licensing activities, documentation, UAT, and stakeholder engagement OR similar technologies.
Strong communication, prioritisation, analytical, and collaboration skills.
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 an 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;
A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
30+ days off (including legal days, birthday, public holiday replacements, and benefits options);
Performance bonus scheme;
Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance.
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 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.