Lead Application Support Analyst

Introduction


Overview

Position Summary: 

The GBS Application Support Representative: Senior provides experienced, hands-on support for assigned post-production business applications used in daily operations. This role 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 representative 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.

How you'll make an impact

Essential Duties and Responsibilities:

• Supports assigned post-production business applications used in daily operations, with focus on consistent incident, request, escalation, and service continuity practices for the assigned application or application group.
• Serves as the primary support lead for a single application or related group of applications, coordinating priorities, triage, issue resolution, and recurring support needs.
• Builds and maintains effective working relationships with product owners, business stakeholders, technical teams, and support partners to coordinate operational priorities and improve service delivery.
• Gathers business and operational requirements, helps assess and prioritize changes or enhancements, and tracks support-related improvements for the assigned application scope.
• Provides hands-on application support leadership, guidance, and knowledge sharing to colleagues supporting the same application or application group.
• Identifies key issues, patterns, and recurring support themes from ticket activity, user feedback, and operational data.
• Documents support requirements, knowledge needs, escalation paths, and service expectations for the assigned application or application group.
• Escalates complex, cross-functional, or high-impact issues through appropriate channels while helping remove blockers for day-to-day support work.

About you

Skills and Qualifications:

• 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 and attention to detail.
• 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 colleagues supporting the assigned application scope.
• Is self-motivated, able to work independently, and takes initiative.
• 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 and Microsoft Dynamics 365 experience preferred.
• Service management tools used to manage incidents, requests, workflows, escalations, and support reporting.

Additional Information

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)