Provides predominantly second-line support for business-critical applications, investigating complex incidents across integrations, APIs, databases, and application services. Uses SQL, Postman, Azure Application Insights, and KQL for diagnostics and performance monitoring. Owns incidents through resolution, performs root cause analysis, coordinates with vendors and stakeholders, tests fixes and releases, supports production transitions, and contributes to ITIL processes, documentation, and continual service improvement.
Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Application Support Analyst
Location: Hybrid - Some travel to other locations
Package: Negotiable + Benefits
About the role
Brown & Brown Europe is seeking an experienced Application Support Analyst to join our Technology Solutions division. You will provide predominantly 2nd line support for a portfolio of business-critical applications, taking ownership of complex incidents, technical investigations and problem-resolution activities.
Working closely with software vendors, business stakeholders and delivery teams, you will support the effective operation of existing services while helping to introduce and transition new solutions into live support.
The day to day
- Support business-critical applications, integrations and associated technologies.
- Use SQL to investigate issues, analyse data and support problem resolution.
- Use Postman for API testing, diagnostics and validation.
- Monitor and investigate application performance using Azure Application Insights and Kusto Query Language (KQL).
- Troubleshoot issues across system integrations, REST APIs, application services, database layers and JSON payloads.
- Manage incidents and service requests through to resolution, maintaining clear communication throughout the incident lifecycle.
- Work with internal development teams, software vendors and third-party suppliers to coordinate effective resolution and escalation.
- Conduct root cause analysis, identify recurring issues and support permanent corrective actions.
- Test software fixes, enhancements and releases, and support the transition of new applications into production.
- Create and maintain support documentation, knowledge articles and operational guidance.
- Identify opportunities to improve application stability, support processes and operational efficiency.
Key responsibilities
- Take ownership of complex application incidents from initial investigation through to resolution.
- Provide a high level of customer service to internal and external customers.
- Work collaboratively with technical and non-technical stakeholders to resolve issues efficiently.
- Support ITIL-aligned incident, problem and change management processes.
- Contribute to continual service improvement and operational best practice.
- Promote ownership, accountability and a customer-focused approach to service delivery.
About you
- Proven experience supporting business-critical production applications in a 2nd line or application support environment.
- Strong troubleshooting and analytical skills, including application, integration and data-related investigations.
- Experience taking ownership of complex incidents and conducting root cause analysis.
- Hands-on experience using SQL, REST APIs, JSON and Postman.
- Experience using Azure Application Insights and KQL to investigate incidents and monitor performance.
- Experience working with third-party support providers and external suppliers.
- Strong communication, organisation and stakeholder engagement skills.
- Experience working in an ITIL-based environment and using ITSM tools.
- A good understanding of the software development lifecycle, including testing, deployment and release activities.
- A proactive, customer-focused approach and commitment to continuous improvement.
Qualifications and desirable experience
- Experience supporting insurance, financial services or other regulated business applications.
- Experience with Instanda or NetSuite.
- Exposure to application monitoring, telemetry and observability tools.
- Experience supporting cloud-hosted applications and integrations.
- Relevant ITIL or technical certifications.
The rewards
- A negotiable basic salary and a comprehensive benefits package, including holiday and company pension.
- A collaborative, open and honest environment focused on delivering strong outcomes for our clients and teammates.
- Support for professional development, including funding for relevant professional qualifications.
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
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