We will count on you for:
- Understand the application and its various process along with stakeholders’ information
- Configure client in the back-end admin web portal
- Gather client content from local country POC and/or clarify client specific data required for reporting
- Validate client configuration is setup correctly in staging. Confirm mobile app shows correct configuration for client
- Migrate staging environment to production for client go-live
- Validate vendor content (icons, logos, names, descriptions, codes, etc.) with business & client. Update (add/delete) vendor icons to keep client configuration current
- Provide technical support in issue resolution raised by Level1 teams
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers or Level1 teams targeted questions to quickly understand the root cause of the problem if required
- Track system issues through to resolution, within agreed time limits
- Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity
- Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions
- Analyze for any issues, raise support tickets and escalate as required
- Do root cause analysis for all the high priority tickets and share incident reports with stakeholders
- Coordinate with stakeholders for testing of incidents
- Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment
- Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
- Participate in improvising the processes and assigned applications/projects
- Work with Level 1 country teams and global IT teams to assist with access/ password related issues for mobile app
- Work with development/ engineering to provide feedback on app issues
- Provide business regular reports on bugs, issues, resolution
- Extract data from app analytics tool and prepare monthly and quarterly performance reports for internal and client distribution
- Analyze app performance across clients and countries
- Write commentary after assessing the performance of the app for each client
- Own accountability by being able to help teams troubleshoot issues
- Ensuring exceptional client experience
Note: Applicants should be flexible working in shifts
What you need to have:
Knowledge & Skills:
- Strong understanding and proper usage of digital health and mobile app related terminologies in written and verbal communication in English
- Exposure to Health and Benefits space, BI and data analytics tools (Preferred)
- Ability to multitask, manage multiple priorities and work in a rapidly changing and dynamic environment, ensuring standards and deadlines are met and keeping others informed and up-to-date
- Ability to work as part of a team and build strong working relationships with peers
- Ability to understand the link between data, client needs and its application to the "bigger picture"
- Exceptional interpersonal, organizational, business communication, and time management skills
- Strong working knowledge of MS Office, third party tools – JIRA, Wiki, ticketing systems.
- Exceptional interpersonal, organizational, business communication, and time management skills
- Stay up to date with industry standard best practices/techniques including ITIL certified.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Education:
Eligibility:
- Minimum 5 plus years’ experience in service industry
What makes you stand out?
- Adaptable communicator, facilitator, influencer and problem solver
- High attention to detail
- Good relationship skills, Proven ability to work on own initiative as well as in a team
- Ability to multi-task and prioritize time effectively
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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 McLennan 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 McLennan 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.
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