Knowledge and Support Analyst

Melbourne, Victoria, au
Company: Marsh McLennan
Category: Office and Administrative Support Occupations
Published on 2021-08-05 19:16:43

Mercer is seeking candidates for the following position based in the Melbourne office:

Knowledge and Support Analyst – Fixed term contract

What can you expect?

  • You will be a part of Customer Communications Delivery group .This team is responsible for conceptualising, designing , writing technical specifications and issuing operational and legislative communications to our Superannuation members . This includes Postal, email and SMS communications. This is done via integration of registry systems, Data warehouse, Salesforce Marketing Cloud (SFMC), and other technologies.
  • You will be expected to understand Letter (communication) triggers, Letter (communication) templates , how data is sourced, how letters are delivered (through Salesforce Marketing cloud and other Mercer platforms)
  • The role of the Knowledge and Support Analyst is to facilitate Knowledge management, enhance quality of Root Cause Analysis (for defects and incidents) and embed best practices within ‘Customer Communications Delivery team.
  • This role is an integral part of the Customer Communications Delivery function. It contributes to building ongoing Knowledge and technical expertise on Services that the Customer Communications delivery group offer.
  • What is in it for you?

    At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential.

    We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more!

  • 10 month contract – with a view for extension
  • 35 hour working week 
  • Leading training and development program
  • Professional environment where your career path really matters and is supported in our global organization
  • Great team environment with energetic and supportive colleagues
  • Genuine work life balance
  • We will count on you to:

  • Assimilate information and knowledge on relevant systems /integrations and processes through consulting stakeholders, facilitating workshops, Business and Systems analysis and interpreting.
  • Producing clear , structured technical documentation on various aspects of Customer Communication systems and processes
  • To continuously learn about the changes and additions to our domain; take those learnings back to our knowledge; revise our knowledge to incorporate that change and apply the new knowledge back to the team through ongoing training and coaching
  • Explore opportunities to enhance quality of solution design provided by Customer Communication Delivery group
  • Facilitate Production issues and incident triage process
  • Enhance existing Service Dashboard reporting through exploring opportunities to improve underlying processes
  • Participate in audit related discussions and accomplish tasks as assigned
  • Manage communication and engagement with various stakeholders as required (Incidents team, Customer Communications Delivery group , Technology , Vendors, Projects, Marketing, Other groups within ‘Customer’)
  • What you need to have: 

  • Delivery Experience in complex project environments as a Systems / Business analyst
  • Proven experience of Salesforce Marketing Cloud Journeys , Email Studio Data Extensions(Essential)
  • Experience developing with HTML and CSS(Essential)
  • Working knowledge with using SQL to query data(Essential)
  • Requirements Analysis
  • Solution Evaluation
  • Working knowledge of Data warehouse processes(Extract , Transform and load processes)
  • Experience in using collaboration and work flow tools, incl. JIRA and Confluence
  • General understanding of Technology projects (preferable Digital and Operational Communications)
  • Dependency and risk and issue management
  • 5+ years of experience working in in the Financial Services industry (Superannuation preferably)
  • About us:

    believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including , and , Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment.

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