Application Support Lead Analyst

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Job Title

Application Support Team Lead

Department/Client Account

Software Solutions

Line Manager

Applications Support Manager

Number of Subordinates

5

Job Summary/Goals

The Application Support Team Leader is responsible for the day-to-day leadership and management of the Application Support Team at a local level, including 1-2-1s, coaching and performance management, local-level conflict resolution, tracking outputs and delivering constructive feedback locally, and monitoring mandatory training requirements to ensure team members remain up to date. This role feeds information up to the Application Support Manager and ensures the effective delivery, support, maintenance and optimisation of software solutions and underlying data, with a focus on CAFM systems and other business-critical applications.

They will develop and mentor colleagues in the Application Support Team and will ensure teams follow defined work methods and receive relevant training, support and leadership.

This role will collaborate closely with peers across the Application Support function to prioritise and manage system changes in alignment with available capacity, ensuring that we have multi-skilled / cross skilled teams across the Application Support function.

Essential Duties and Responsibilities

·        Leadership: Provide leadership to the Application Support Team, ensuring clear work methods and a continuous improvement approach. Provide guidance and mentorship, enabling them to effectively manage their workload and achieve their objectives. Own the team's recurring 1-2-1 cadence, including preparation, documentation of actions and follow-through, and act as the first point of escalation for team and delivery issues.

·        Application Support: Provide support and maintenance of software applications, including CAFM, financial and other business-critical applications from a data perspective. This includes personally picking up and resolving support tickets as an analyst where required, alongside the team. Supports the local monitoring of interfaces and Cron tasks to help ensure these run smoothly, escalating issues to the Applications Support Manager as needed.

·        Release Management: Ensure changes and enhancements are understood with data structures in place to deliver software updates and new features.

·        System Configuration and Administration: Ensure effective system configuration and data updates.

·        Continuous Improvement: Support the continuous improvement and optimisation of the software portfolio.

·        Technical Application Testing: Supporting planning and execution of technical application testing.

·        Ticketing Systems: Currently ServiceNow, own SLA performance, monitor the ticket queue and distribute workload across the team, and effectively manage and triage business requests in a timely manner, reporting on potential knowledge gaps in the business based on ticket analysis.

·        Incident Management: Support first-line Incident and Problem Management within the team, escalating major incidents to the Applications Support Manager as required.

·        Data Processing Tools: Keep up to date and continuous development and improvement of data processing tools to support accuracy and reduce processing times.

·        Data Standards: Continuous improvement of Data Standards across all applications managed by Software Solutions, working closely with business stakeholders and the Asset Management team and other relevant teams as needed.

·        Responsible for all aspects of HR which includes but is not limited to, disciplinary and grievance, probationary reviews, mediation, approvals, reducing sickness absence, attrition, increasing retention and engagement.

·        Responsible for recruitment and selection, onboarding and induction, regulatory and H&S training and performance development reviews and performance improvement plans.

·        Responsible for producing timely reporting including ad-hoc requests from both internal stakeholders and the client to highlight performance excellence, identify development areas through root cause analysis to provide a continuous improvement approach.

·        Deputising: Deputise for the Applications Support Manager in their absence, covering urgent approvals and representing the team as required.

·        Team Coverage: Coordinate rota, annual leave and absence cover across the team to maintain consistent ticket and support coverage.

·        Knowledge Management: Maintain and keep up to date a team knowledge base and documentation to reduce single points of failure and support continuity of service.

·        Succession Planning: Own and maintain a team skills/cross-training matrix, identifying gaps and supporting succession planning.

·        Confidentiality: Maintain confidentiality and discretion at all times when handling sensitive HR, performance and personal data.

·        Other Duties: Undertake any other reasonable duties as required by the Applications Support Manager, commensurate with the role.

Key Performance Measures

• Delivery of support tickets within set SLAs in the ticketing system.
• Completion rate and quality of team 1-2-1s, including timely follow-through on agreed actions.
• Timeliness and effectiveness of local conflict resolution and escalation handling.
• Mandatory training compliance across the team, with no overdue requirements.
• Drive the ‘One Team Approach’ cross skilling Data Team / CAFM Team.
• Continuous improvement of Data Standards including Asset and PM Data.
• Training Needs Analysis in place and up to date, ensuring no single points of failure exists.

Skills

• Strong analytical and problem-solving skills.
• Understanding of basic project management principles.
• Excellent communication and interpersonal abilities.
• Attention to detail/excellent written skills.
• Prioritisation and coordination of a variety of work packages
• SQL writing skills Working knowledge of ServiceNow, with exposure to one or more CAFM platforms (e.g., Corrigo, MRI Concept/Evolution, Evolution MX, Mobiess) advantageous.
• People management experience.

Competencies

• Leadership, coaching and constructive feedback delivery.
• Strong communication and collaboration.
• Conflict resolution and sound judgement on when to resolve issues locally versus escalate.
• Resilience and prioritisation across competing people-management and hands-on analyst demands.
• Continuous improvement mindset.
• Adaptability.

Experience

• Experience of FM/engineering service delivery business processes and organisations
• Understanding of a typical software development life cycle
• Previous experience in software solutions, business intelligence, or asset management is advantageous.
• Knowledge of CAFM or EAM systems
• Knowledge of data structures and languages Exposure to PFI and PAM FM contract environments is advantageous.Place holder

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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