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Software Support Analyst Job
Date: Apr 19, 2012
Location: Louisville, KY, US
Software Support Analyst-LOU000MT
Description
Mercer is the global leader for trusted Human Resources and related financial advice, products and services. In our work with clients, we make a positive impact on the world every day. We do this by enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. Mercer has more than 19,000 employees serving clients in over 180 cities and 40 countries and territories worldwide. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths in consulting, outsourcing and investments place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is an operating unit of Marsh & McLennan Companies.
Marsh & McLennan Companies is a leading global professional services firm with roots dating back to 1871. We employ over 50,000 employees in more than 100 countries with annual revenue exceeding $11 billion. Marsh & McLennan Companies is the parent company of a number of the world's leading risk experts and specialty consultants, including: Marsh, our insurance broker and risk advisor; Guy Carpenter, our risk and reinsurance specialist; Mercer, our provider of HR and related financial advice and services; and Oliver Wyman, our management consultancy.
The Intermediate Software Support Analyst will provide telephone and web-interface support to internal and external users of Mercer's analytical compensation software. This position will also assist with Client Success and Implementation work. The required shift is 1 AM - 9:30 AM EST, Monday - Friday. To fulfill this role, the analyst will:
- Provide telephone and email software support to our external and internal clients on Mercer proprietary software
- Interact with internal and external clients/teams via phone and/or email to resolve technical issues with client specific databases
- Follow established procedures to track and document calls and emails
- Conduct research and troubleshoot complex or advanced inquiries, identifying problems and implementing steps to resolve issues.
- Proactively manage full issue resolution lifecycle. Ensure issues are moving through the ticket tracking system effectively.
- Assist with software training in both formal and informal settings. Training is with internal and/or external clients. Training sessions are typically web based.
- Assist with software implementation and Client Success work.
- May be required to project manage small or simple Client Success projects.
- Assist with initialization and clean up of client records in our client tracking systems
- Participate in ad hoc call campaigns as needed
- Provide assistance with special projects as needed
Qualifications
- Specific Shift - 1 AM - 9:30 AM EST, Monday - Friday
- BA/BS degree in Computer Science or related field is preferred
- 2 - 3 years of business experience
- Human Resource background preferred, especially in the area of compensation
- Technical experience supporting PC or Web-based applications and, Oracle or SQL-based applications is preferred
- Excellent verbal and written communication skills; must be able to communicate effectively with external clients/teams
- Must have high-level customer service skills
- Ability to prioritize and manage multiple projects/tasks simultaneously
- Strong self-starter with good analytical, organizational and time-management skills
- Some on-call, after-hours support is required
- Some travel may be required
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.
Job: Information Technology/Software Development
Primary Location: US-KY-Louisville
Marsh & McLennan Companies and its Affiliates
are equal opportunity employers
Description
Mercer is the global leader for trusted Human Resources and related financial advice, products and services. In our work with clients, we make a positive impact on the world every day. We do this by enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. Mercer has more than 19,000 employees serving clients in over 180 cities and 40 countries and territories worldwide. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths in consulting, outsourcing and investments place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is an operating unit of Marsh & McLennan Companies.
Marsh & McLennan Companies is a leading global professional services firm with roots dating back to 1871. We employ over 50,000 employees in more than 100 countries with annual revenue exceeding $11 billion. Marsh & McLennan Companies is the parent company of a number of the world's leading risk experts and specialty consultants, including: Marsh, our insurance broker and risk advisor; Guy Carpenter, our risk and reinsurance specialist; Mercer, our provider of HR and related financial advice and services; and Oliver Wyman, our management consultancy.
The Intermediate Software Support Analyst will provide telephone and web-interface support to internal and external users of Mercer's analytical compensation software. This position will also assist with Client Success and Implementation work. The required shift is 1 AM - 9:30 AM EST, Monday - Friday. To fulfill this role, the analyst will:
- Provide telephone and email software support to our external and internal clients on Mercer proprietary software
- Interact with internal and external clients/teams via phone and/or email to resolve technical issues with client specific databases
- Follow established procedures to track and document calls and emails
- Conduct research and troubleshoot complex or advanced inquiries, identifying problems and implementing steps to resolve issues.
- Proactively manage full issue resolution lifecycle. Ensure issues are moving through the ticket tracking system effectively.
- Assist with software training in both formal and informal settings. Training is with internal and/or external clients. Training sessions are typically web based.
- Assist with software implementation and Client Success work.
- May be required to project manage small or simple Client Success projects.
- Assist with initialization and clean up of client records in our client tracking systems
- Participate in ad hoc call campaigns as needed
- Provide assistance with special projects as needed
Qualifications
- Specific Shift - 1 AM - 9:30 AM EST, Monday - Friday
- BA/BS degree in Computer Science or related field is preferred
- 2 - 3 years of business experience
- Human Resource background preferred, especially in the area of compensation
- Technical experience supporting PC or Web-based applications and, Oracle or SQL-based applications is preferred
- Excellent verbal and written communication skills; must be able to communicate effectively with external clients/teams
- Must have high-level customer service skills
- Ability to prioritize and manage multiple projects/tasks simultaneously
- Strong self-starter with good analytical, organizational and time-management skills
- Some on-call, after-hours support is required
- Some travel may be required
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.
Job: Information Technology/Software Development
Primary Location: US-KY-Louisville
Marsh & McLennan Companies and its Affiliates
are equal opportunity employers
Nearest Major Market: Louisville
Job Segments: Carpenter, Compensation, Computer Science, Consulting, Database, Developer, ERP, Help Desk, HR, Human Resources, Implementation Manager, Information Technology, Manufacturing, Oracle, Research, SQL, Technology