Application Support Analyst

Overview

We are seeking a seasoned Application Support Analyst (Level 3) to become part of our global Technology team. This position acts as a senior escalation point addressing intricate application and system challenges, delivering expert technical assistance to consultants, partners, and business support staff across the APAC region.

As part of a globally dispersed team, you will collaborate with colleagues across Asia, Europe, and the Americas to provide top-tier "white glove" support, ensuring that critical business applications remain operational and secure.

This opportunity suits professionals with a robust technical support background who enjoy resolving complex problems, collaborating internationally, and offering excellent customer service. The role is based in our Kuala Lumpur office at Pavilion Damansara Corporate Towers and requires a hybrid work arrangement with a minimum of three days onsite weekly.

Key Responsibilities

• Act as the primary Application Support Analyst for designated applications, responding to inquiries from staff and the ITS team.
• Provide initial support focusing on vital business systems such as Microsoft Dynamics CRM and other key applications.
• Assist in designing, developing, documenting, and testing system changes, including creating Knowledge Base documentation for Level 1 and 2 support teams.
• Gather regional client requirements related to application functionality and identify opportunities for customization or development.
• Stay informed about application updates, patches, and upgrades, collaborating with Local Technology Coordinators to enable second-level support capabilities.
• Monitor application performance metrics, identify errors or inefficiencies, and recommend improvements.
• Track and manage tickets or requests assigned via ServiceNow.
• Lead issue resolution efforts, enhance business understanding, and apply technical alternatives.
• Respond swiftly in a dynamic business environment.
• Engage in research and training to remain current on client/server issues and related technologies.
• Provide ongoing reports to ITS Leadership concerning service performance and issues.
• Perform additional duties as assigned.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Computer Engineering, Electrical Engineering, Systems Analysis, or related disciplines, or equivalent practical experience.
• Between 4 to 7 years of experience in Application Support, Production Support, or Systems Administration, with a minimum of 2 to 3 years supporting critical enterprise applications.
• Familiarity with Microsoft Dynamics CRM, ServiceNow, incident and problem management, application release processes, and knowledge base creation.
• Strong skills in troubleshooting, analysis, communication, and stakeholder coordination.
• Ability to collect business requirements, handle multiple priorities, and collaborate with global teams effectively.
• Knowledge of SQL, Windows Server, and enterprise application environments is a plus.

Personal Attributes

• Recognized as a knowledgeable technologist within the organization.
• Possesses influence while being a collaborative team member.
• Committed supporter of the business’s mission and strategies.
• Driven to achieve results.

Why Join Us

• Opportunities for professional development with challenging work and supportive leadership.
• An inclusive and dynamic culture that enables collaboration with talented peers to drive impactful solutions.
• A scale and diversity of career paths accompanied by benefits focused on wellbeing.

Additional Information

Marsh is a global leader in risk, reinsurance, capital, people, investments, and management consulting with presence in 130 countries. We are dedicated to fostering a diverse and inclusive environment, embracing all forms of diversity as protected by law.

The position operates on a hybrid model requiring attendance at the local office or client sites at least three days per week. Teams will establish at least one "anchor day" weekly where all members congregate in person.