IT Application Support Analyst

About the role

Join a geographically distributed team supporting business‑critical applications for Mercer Wealth and Retirement solutions. You will provide second‑line support, investigate incidents, and collaborate with internal technology teams to ensure reliable service.

Key responsibilities

• Provide second‑line support for internally developed and third‑party retirement and benefits platforms.
• Investigate, diagnose and resolve application incidents, using SQL for ad‑hoc database research when required.
• Monitor application performance, perform configuration and maintenance tasks, and manage support tickets through to resolution.
• Coordinate on‑call support during non‑core hours and contribute to continuous improvement of support processes.

Required profile

• Around 2+ years of experience in IT application or production support.
• Good general understanding of IT systems, Windows environment, and basic database concepts.
• Strong analytical, troubleshooting and communication skills, with the ability to work independently and manage multiple incidents.

Required skills

• SQL (ability to understand and execute queries/scripts).
• Windows‑based operating environment.
• Basic knowledge of databases and database concepts.
• Familiarity with Citrix and Terminal Services is a plus.

What we offer

• Professional development opportunities and supportive leadership.
• Flexible working model (hybrid) with a minimum of three days onsite per week.
• Annual flexible benefits budget up to 20% of salary, 30+ days off, performance bonus, and core benefits such as pension, medical insurance and travel insurance.