Lead Application Support Analyst

Job Summary

The GBS Application Support Representative: Senior provides experienced, hands-on support for assigned post-production business applications used in daily operations. The senior serves as an escalation resource for associate and base-level representatives, supports consistent intake, triage, documentation, and issue resolution practices, and partners with application owners, business stakeholders, technology teams, and support partners to maintain reliable service delivery. The senior is expected to work independently, identify recurring support themes, contribute to service improvements, and provide practical guidance to colleagues without assuming formal team lead or supervisory responsibility.

Responsibilities

• Supports assigned post-production business applications used in daily operations, with focus on consistent incident, request, escalation, and service continuity practices.
• Completes complex support work with limited supervision and applies sound judgment when triaging issues, resolving requests, and escalating high-impact matters.
• Serves as an experienced resource for associate and base-level representatives by sharing application knowledge, reinforcing support standards, and helping resolve more complex or recurring issues.
• Identifies key issues, patterns, and recurring support themes from ticket activity, user feedback, and operational data.
• Takes a broad perspective when assessing problems, recommends practical solutions, and contributes to documentation, knowledge articles, process improvements, and service reliability efforts.
• Provides excellent customer service and communicates effectively with technical and non-technical audiences.
• Demonstrates scheduling flexibility and the ability to support stakeholders across global time zones, including coordination with US, UK, and India-based teams.
• Possesses strong organizational skills, attention to detail, and the ability to manage competing priorities in a production support environment.
• Collaborates effectively with technical teams, business stakeholders, product owners, and support resources at all levels.
• Works effectively in a team environment and provides practical guidance to associate and base-level representatives without formal supervisory authority.
• Is self-motivated, able to work independently, and takes initiative to resolve issues, improve documentation, and strengthen support practices.
• Applies sound judgment when assessing issue severity, determining next steps, and escalating complex or high-impact support matters.
• Possesses excellent written and verbal communication skills.
• Has strong proficiency in application support operations gained through relevant IT support training and hands-on work experience.
• Technologies: Microsoft business applications and collaboration platforms, including SharePoint, Microsoft Teams, Outlook, Excel, Word, and Microsoft Dynamics 365 experience preferred.
• Service management tools, including ServiceNow, used to manage incidents, requests, workflows, escalations, knowledge documentation, and support reporting.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.