IT Product Support Specialist

Company:

Marsh

Description:

We are seeking a talented individual to join our team at Marsh. This role will be based in Toronto, Calgary, Vancouver, Saskatoon, or Regina. This is a hybrid role that has a requirement of working at least three days a week in the office.

This position focuses on providing Level 2 support. The team is responsible for database management, data patching, and investigating application issues to ensure smooth operations and timely incident resolution.

We will count on you to:

• Understand the application, its processes, and all relevant stakeholders, and maintain professional relationships with online business teams to provide support where needed.

• Triage and clarify support tickets (incidents and service requests), coordinating with reporters and stakeholders (offshore and onshore) to ensure requirements are well defined.

• Analyze support tickets, coordinate with other IT teams, and identify and implement technical solutions to resolve software and usability issues (functionality, sign-on, security access, reporting, upgrades).

• Monitor application and server health, logs, and alerts; analyze issues, raise and escalate support tickets as required, and validate fixes through stakeholder testing.

• Perform root cause analysis for high‑priority incidents, prepare incident reports, and share findings and next steps with stakeholders.

• Communicate timely updates to stakeholders on high‑priority tickets, deployments, outages, and change activities; develop client communications for rollouts, downtime, new functionality, training, and documentation.

• Ensure adherence to implementation, support, and change‑management processes (e.g., SDLC and Change Management) and contribute to process and application/project improvements; produce service‑management summary reports.

• Be available for meetings, on‑call and off‑hours support (including weekends) and work a flexible schedule to accommodate off‑hours conference calls.

What you need to have:

• Degree in Computer Science or Information Technology.

• Hands-on support and development experience with one or more of: MEAN stack, PostgreSQL, MS SQL Server, APIs (REST/JSON/GraphQL), Postman/Bruno, and GitHub; scripting knowledge of Python.

• Practical experience with containerization and orchestration (Docker and/or Kubernetes) and supporting multi-tier Internet/Intranet applications using common design patterns.

• Strong understanding of API principles (HTTP methods, REST, JSON, SOAP, GraphQL) and familiarity with API management platforms such as Apigee and AWS API Gateway.

• Experience with ITSM and monitoring tools such as ServiceNow, JIRA, Datadog, or Splunk; minimum one year of AI monitoring experience with Datadog or LangSmith.

• Basic understanding of AI models (traditional and LLMs)—model lifecycle, bias/accuracy, and model drift—plus knowledge of prompt engineering.

• Must be willing and able to work standard Pacific Time (PT) business hours.

What makes you stand out:

• Cloud technologies (AWS, Azure); ITIL certified; experience working in offshore–onsite delivery teams.

• Excellent and effective English communication skills.

• Strong debugging, troubleshooting, analytical, and design capabilities.

• Self-starter with excellent organizational and time-management skills; quick learner, quality-conscious, and committed to meeting deadlines.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

#LI-JG3

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh 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, disability, ethnic origin, family duties, gender orientation or expression, 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. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact reasonableaccommodations@marsh.com.

Marsh 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 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.

The applicable base salary range for this role is $70,500 to $112,900.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.This is a Replacement position.