Application Support Analyst

Heidrick & Struggles is seeking an Application Support Analyst to join their Support team, providing high-quality customer support for their global business. The role involves partnering with end users and internal teams to identify, troubleshoot, and resolve application issues.

Requirements

• Act as the primary point of contact for business stakeholders in EMEA for application issues
• Document and manage issues using the H&S Incident Management System
• Analyze issues to identify root causes, patterns, and solutions
• Partner with Product and Engineering to represent customer needs
• Participate in UAT planning, test executions, and regression testing for new features and enhancements
• Maintain knowledge base content within the Support Portal
• Collaborate across teams, adapting communication style to different stakeholders
• Contribute to team problem solving and share ideas constructively
• Take ownership of tasks, prioritize effectively, and meet deadlines
• Anticipate issues, seek clarity, and proactively resolve challenges
• Participate in training and stay current on system updates
• Meet or exceed SLAs, including customer satisfaction metrics
• Identify and recommend process improvements