Digital Service Analyst

Full Time
Melbourne VIC
Posted 2 days ago
Job description

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

Digital Service 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

  • Prestigious Melbourne CBD (Docklands) office

  • 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!

  • 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:

The Digital Service Analyst acts as the first point of contact for internal service requests related to Superannuation member websites and communications. Ensuring that requests are investigated and the appropriate response is provided in a timely manner


  • Respond to internal support requests within SLA, using the service desk portal or email. Log, triage and coordinate escalation of requests. Group and summarise common requests to identify trends and provide insights.

  • Conduct initial investigation through available tools and database queries.

  • Support the Service teams so they can prioritise and progress requests that need further investigation and development.

  • Maintain and update documentation as required, including work procedures and technical documentation.

  • Assist with reviewing existing systems and processes, to provide recommendations which support our focus on continuous improvement.

What you need to have:


  • Tertiary degree or certificates in Technology or related field.


  • Demonstrated service request management in a technology team.

  • Superannuation or financial services experience required.

  • SQL skills are necessary.

  • Strong diagnostic, trouble shooting and problem solving skills.

Knowledge & Skills

  • Excellent communication and relationship management skills.

  • Familiarity with the concepts and processes of an IT Service team and the Software Development Lifecycle.

  • A friendly, patient, customer focused personality that will help serve as the first point of contact for two Service teams.

Please note: All offers of employment are contingent upon clear results of a thorough background check including criminal record check, previous employment history and financial stability. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

About us:

Mercer 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 Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 81,000 colleagues and annual revenue of $19 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit Follow Mercer on Twitter @Mercer.

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.

Please apply using the link below, applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.

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