Product Support Analyst w/ English & French @MarshTech

Company:

Marsh Risk

Description:

We are seeking 2 talented individuals to join our Product Support & Development  team Marsh Risk Technology.

This role will be based in Cluj Napoca. This is a hybrid role that has a requirement of working at least three days a week in the office.

As Product Support Analyst you will provide front-line functional and technical support for the SAMARSH ecosystem. Respond to and resolve tickets per SLA, perform root-cause analysis, and contribute to problem prevention. This role requires weekend/holiday first-level support and the ability to operate effectively in rotating shifts, collaborating with Production, System, and Network teams to align with Marsh IT strategy and Affinity Management activities in France.

We will count on you to: 

• Deliver first-line support for SAMARSH applications (batch and real-time), diagnose issues, and coordinate with specialists;

• Manage service tickets (Azure DevOps/JIRA/ServiceNow) with timely and accurate logging, prioritization, and escalation per SLA;

• Basic database tasks: MSSQL maintenance, simple queries and procedures, and first-level DB health checks;

• Maintain Windows Server and IIS environments; monitor system health and support basic infrastructure operations;

• Develop and maintain runbooks, knowledge base articles, and operational documentation;

• Support documentation of processes, inventories, certificates, URLs, and distribution lists;

• Participate in shift coverage for weekend/holiday support; ensure smooth handovers and clear communication;

• Collaborate with IT groups (Production, System, Network) to map and optimize IT systems;

What you need to have:  

• 4-6 years experience in production/support roles; strong MSSQL background (3+ years), Windows OS administration (3+ years), and basic web app/API knowledge;

• MSSQL, Windows Server, IIS; scripting (PowerShell or similar); familiarity with web apps and APIs;

• Exposure  to Azure DevOps or JIRA; ServiceNow experience;

• BS degree in Information Technology, Computer Science, or related field;

• Professional English (Level C1) and French (minimum level B2);

• Problem-solving: strong analytical and root-cause analysis capabilities; ability to document clearly and communicate effectively with technical and non-technical stakeholders;

• Proactive, autonomous, resilient under pressure, and able to adapt to a diverse technical environment;

What makes you stand out? 

• ITSM/tools experience (ServiceNow certification, Jira, etc.)

• Additional scripting or automation experience

• Familiarity with Agile methodologies and continuous improvement initiatives;

Work schedule

• Rotating shifts to ensure weekend and holiday coverage

• Cross-time-zone collaboration as required

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 for 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; 

• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary); 

• 30+ days off (including legal days, birthday, public holiday replacements, and benefits options); 

• Performance bonus scheme; 

• Matching charity contributions, charity days off, and the Pay it Forward charity challenge; 

• Core benefits: Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance

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 creating 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.

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.