Application Support Analyst

Brown & Brown, Inc.; Borehamwood; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Holiday allowance

Company pension

Job summary

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 incidents and working with vendors and stakeholders to achieve swift resolutions.

You will use SQL to investigate issues, perform API testing with Postman, monitor performance with Azure Application Insights and KQL, and help transition new solutions into live

Qualifications

• Proven experience providing 2nd line/application support for production systems.
• Strong troubleshooting and analytical skills across applications, integrations and data.
• Experience coordinating with vendors, stakeholders and incident management processes.

Responsibilities

• Take ownership of complex application incidents from initial investigation through to resolution.
• Provide high-level customer service to internal and external users.
• Collaborate 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 practices.

Skills

SQL

REST APIs

JSON

Troubleshooting

Communication

Stakeholder engagement

ITIL awareness

Tools

Postman

Azure Application Insights

KQL

Job description

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.

Founded in 1939 as a small, two‑partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world’s largest insurance brokerages while staying true to our foundation of trust, resilience and delivering results. With a team that is as connected locally as it is globally, our high‑performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammates—not employees, and leaders—not managers. Everything we do is about the greater “WE”—never “me.”While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission—always doing what is best for our customers.