Digital Support Analyst

**Digital Support Analyst**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _Voted #1 HR Consulting Company Globally_
- _ Melbourne CBD (Docklands) Hybrid office and work from home environment_
- _ Great Package _
- _Great time to join this global organisation in Growth Phase _

**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
- Flexible hybrid work environment
- Leading training and development programs
- Professional environment where your career path really matters and is supported in our global organization
- Great team of energetic and supportive colleagues
- Genuine work life balance

**We will count on you to**:
Mercer’s Digital Customer Platforms team provide a range of integrated cloud-based products such as member websites, member Apps, customer relationship management, marketing automation, Next-Best-Conversation, call centre technologies and financial advice platforms to create a consumer and retail capability servicing Super plan members across Australia and New Zealand.

To harness this capability and create sustainable business value our focus is on customer centric innovation and agility to put enhancements in the hands of clients and customers, faster.

A digital support analyst is required to support the objectives of the Digital service & advice platforms team. In this role, you will be responsible for the ongoing day to day support of our financial advice platforms with opportunities extending into member online and customer relationship management.

**Responsibilities**:
BAU activities with little or no guidance includes but not limited to:

- Managing the adviser on and off-boarding process
- Manage configuration of new super plans and plan data updates onto the advice platform/s
- Managing user support mailbox (including troubleshooting)
- Manage advice templates

Reporting - various monthly and quarterly reporting including data extract for marketing team (with little or no guidance)

Monthly invoicing payment process including peer review of user license count (with little or no guidance)

Involvement in enhancements to the advice platforms from gathering user requirements, configuration and testing with limited guidance

**What you need to have**:
**Education**
- Bachelor degree or equivalent

**Experience**
- 2-3 years business analyst and / or technical business support experience in financial advice
- Superannuation knowledge / experience
- Financial advice process knowledge an advantage
- Experience / knowledge of financial advice systems Xplan or Midwinter
- Experience with intra-fund financial advice is desirable
- Experience in platform installation or migration (advice or other) favourable
- Experience with a customer relationship management system such as Salesforce

**Knowledge & Skills**
- Growth mindset and a willingness to learn
- Strong analytical and documentation skills
- Flexible approach, thriving on change and innovation, balanced by attention to detail and structured thinking
- Strong interpersonal and communication skills
- Motivated with plenty of energy and drive to succeed
- Organised multi-tasker
- Initiative and ability to question things when things do not seem correct

**About us**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.