Analyst - IT Product Support

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Analyst - IT Product Support

Technology / Software Development

Company:

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.

Analyst - IT Product Support

Be part of the L2 team providing high quality application technical support services within the firm across Asia Pacific region.

This is achieved through participation in:

• Manage the day-to-day activities of the technical application support team

• Responsible for the stable operations of the applications manage by the team.

• Participate and support key activities within the team such as application onboarding, testing, upgrade activities and improvement initiatives

We will count on you to:

Support team member

• Demonstrate ability to work in a team and with different stakeholders.

• Be adaptable to learning and taking on new applications over a period of time, learning new skills to enhance contribution within and across teams.

• Ensure support documentation is completed and up to date for reference.

• Able to align to process & processes and championing the adoption of IT best practices

• Demonstrate innovative or continuous improvement mindset.

• Demonstrate maturity in understanding policies/changes in organization and encourage colleagues/ peers to comply with policies and work arrangements.

• Driving efficiencies & effectiveness in delivery & supporting the business. Propose ideas and opportunities for improvement.

Technical activities

• Investigates, diagnoses, and resolves application issues, collaborate with relevant stakeholders where necessary to ensure proper incident or request management..

• Support monitoring and maintenance (installation, configuration, administration) of applications and services. Able to identify abnormalities and take necessary actions. Able to escalate when required to peers or lead if more support is required.

• Ensures adherence to all relevant implementation, support, and change management processes base on firm’s policies and audit requirements.

• Provides on-call support for business-critical applications during non-core hours.

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

• Collaborate with various IT functional teams to enhance service availability.

• Support in trend analysis for repeat issues and suggest some improvement plan where applicable.

• Support managers and team for any project activities or initiatives.

• Take interest in learning and applying AI/Automation within current role or beyond.

What you need to have:

•  Bachelor’s degree in computer science or relevant field

• 1-3 or more years’ experience in the financial services industry, with specific experience in Wealth management administration or Insurance is an added advantage

• Understanding of IT technology for applications and infrastructure, IT Operations and ITIL processes

• Hands on knowledge in SQL scripting is required

• Having knowledge in supporting AI/automation solutions is an added advantage.

• Outcome driven with adherence to deadlines and legislative requirements.

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

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

• Good organisational and planning skills

• Ability to work collaboratively in a fast-paced, dynamic environment.

• Good interpersonal and communication skills

•  Good analytical and problem-solving skills.

Other requirements

• May require occasional extended hours, public holidays and/or weekends to address critical issues or meet project deadlines.

• Able 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.

• Candidate should have available transport to commute to office for the expected business support hours.

• Work shifts will align to the Pacific region, hence business support hours will start at 6am KL and/or 7am KL time.

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