{"id":2865413,"url":"https://alion.io/job/jones-lang-lasalle-application-support-lead-analyst","title":"Application Support Lead Analyst","company":{"id":616,"name":"Jones Lang LaSalle","domain":"jll.com","url":"https://alion.io/company/jones-lang-lasalle","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":552,"ghost_share":0.004,"stale_share":0.132,"repost_share":0.038,"time_to_fill_p50_days":7,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-19T17:32:08Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-01T20:50:39Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"JLL empowers you to shape a brighter way.\nOur people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.\nJob Title\nApplication Support Team Lead\nDepartment/Client Account\nSoftware Solutions\nLine Manager\nApplications Support Manager\nNumber of Subordinates\n5\nJob Summary/Goals\nThe 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.\nThey 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.\nThis 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.\nEssential Duties and Responsibilities\n· 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.\n· 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.\n· Release Management: Ensure changes and enhancements are understood with data structures in place to deliver software updates and new features.\n· System Configuration and Administration: Ensure effective system configuration and data updates.\n· Continuous Improvement: Support the continuous improvement and optimisation of the software portfolio.\n· Technical Application Testing: Supporting planning and execution of technical application testing.\n· 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.\n· Incident Management: Support first-line Incident and Problem Management within the team, escalating major incidents to the Applications Support Manager as required.\n· Data Processing Tools: Keep up to date and continuous development and improvement of data processing tools to support accuracy and reduce processing times.\n· 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.\n· 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.\n· Responsible for recruitment and selection, onboarding and induction, regulatory and H&S training and performance development reviews and performance improvement plans.\n· 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.\n· Deputising: Deputise for the Applications Support Manager in their absence, covering urgent approvals and representing the team as required.\n· Team Coverage: Coordinate rota, annual leave and absence cover across the team to maintain consistent ticket and support coverage.\n· 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.\n· Succession Planning: Own and maintain a team skills/cross-training matrix, identifying gaps and supporting succession planning.\n· Confidentiality: Maintain confidentiality and discretion at all times when handling sensitive HR, performance and personal data.\n· Other Duties: Undertake any other reasonable duties as required by the Applications Support Manager, commensurate with the role.\nKey Performance Measures\nDelivery of support tickets within set SLAs in the ticketing system.\nCompletion rate and quality of team 1-2-1s, including timely follow-through on agreed actions.\nTimeliness and effectiveness of local conflict resolution and escalation handling.\nMandatory training compliance across the team, with no overdue requirements.\nDrive the ‘One Team Approach’ cross skilling Data Team / CAFM Team.\nContinuous improvement of Data Standards including Asset and PM Data.\nTraining Needs Analysis in place and up to date, ensuring no single points of failure exists.\nSkills\nStrong analytical and problem-solving skills.\nUnderstanding of basic project management principles.\nExcellent communication and interpersonal abilities.\nAttention to detail/excellent written skills.\nPrioritisation and coordination of a variety of work packages\nSQL writing skills Working knowledge of ServiceNow, with exposure to one or more CAFM platforms (e.g., Corrigo, MRI Concept/Evolution, Evolution MX, Mobiess) advantageous.\nPeople management experience.\nCompetencies\nLeadership, coaching and constructive feedback delivery.\nStrong communication and collaboration.\nConflict resolution and sound judgement on when to resolve issues locally versus escalate.\nResilience and prioritisation across competing people-management and hands-on analyst demands.\nContinuous improvement mindset.\nAdaptability.\nExperience\nExperience of FM/engineering service delivery business processes and organisations\nUnderstanding of a typical software development life cycle\nPrevious experience in software solutions, business intelligence, or asset management is advantageous.\nKnowledge of CAFM or EAM systems\nKnowledge of data structures and languages Exposure to PFI and PAM FM contract environments is advantageous.Place holder\nLocation:\nOn-site -Birmingham, GBRIf 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!\nAt 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.\nJLL Privacy Notice\nJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.\nFor more information about how JLL processes your personal data, please view our Candidate Privacy Statement.\nFor additional details please see our career site pages for each country.\nJones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at . This email is only to request an accommodation. 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