IT Support Manager

hace 2 meses

Ciudad de México, Ciudad de México MX003 Marsh And Mclennan Servicios S.A. De Cv A tiempo completo

About the Role:

MX003 Marsh And Mclennan Servicios S.A. De Cv is seeking a highly skilled Senior Support Specialist to join our team. As a key member of our technical support team, you will be responsible for providing expert-level technical support and guidance to our internal stakeholders.

Key Responsibilities:

  • Provide full technical ownership of the MMC Legal eBilling application (Wolters Kluwer Passport) including all integrations with other MMC applications.
  • Manage day-to-day vendor and system management for applications, including upgrades, troubleshooting, functionality changes, level 2 user support, security, and access management.
  • Develop, deliver, and evaluate training materials, and supplement materials as needed.
  • Maintain an end-to-end view of technology processes and ensure product documentation, including user guides and product information, are up to date.
  • Continually seek opportunities to increase customer satisfaction and deepen stakeholder relationships.
  • Identify issues and potential solutions to continually improve our applications.
  • Assist in unit testing and performance testing for future modernization of legal & compliance applications.
  • Communicate effectively with stakeholders to identify needs and evaluate alternative business solutions, and deliver informative, well-organized presentations.

Requirements:

  • Ability to communicate clearly and effectively, verbally and in writing, to technical and non-technical audiences.
  • Bachelor's degree in a related field, or equivalent combination of education and experience.
  • 3+ years' experience as a full-time support analyst in a technical team.
  • Knowledge and experience with technology used in corporate legal department operations, strongly preferred.
  • Excellent troubleshooting, research, and information gathering skills, with the ability to analyze and solve problems.
  • Self-sufficient, with the ability to take independent action and go beyond what the job or situation requires.
  • Results-oriented, with a focus on achieving high levels of individual and organizational performance.
  • Ability to work in a distributed team environment.

Preferred Qualifications:

  • Experience with supporting system integrations.
  • Experience with Wolters Kluwer's Passport software solution, or similar.
  • Proficiency with Microsoft Office applications.
  • Experience with collaboration tools, such as Microsoft ADO.

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