Application Support Lead Analyst

JLL; Birmingham; On-site; GBP 65,000 - 85,000; Full time

Job summary

Jones Lang LaSalle Incorporated in Birmingham seeks an Application Support Team Lead to guide the local Application Support Team, ensuring effective operation of CAFM and critical business applications. You will coach staff, manage 1-2-1s, and drive performance improvements.

You will lead release planning, data updates, incident handling and SLA adherence while promoting data standards and continuous improvement within the Software Solutions group.

Qualifications

• Lead and manage the Application Support Team with regular 1-2-1s and performance management.
• Provide support and maintenance of CAFM and business-critical applications from a data perspective.
• Coordinate release management and data updates across systems to deliver improvements.
• Monitor tickets, SLAs, and escalation paths to ensure timely resolution.
• Drive continuous improvement and data standards across the portfolio.

Responsibilities

• Provide leadership to the Application Support Team and mentor colleagues.
• Oversee day-to-day application support for CAFM and related systems.
• Manage ticket queues, SLA reporting, and escalation for incidents.
• Coordinate system changes, configuration, and data updates.
• Collaborate with cross-functional teams to prioritise work.

Skills

Leadership

Coaching

SQL

ServiceNow

CAFM

Data analysis

Tools

Corrigo

MRI Concept

Evolution MX

Mobiess

Job description

JLL supports the Whole You, personally and professionally.Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.Job TitleApplication Support Team LeadDepartment/Client AccountSoftware SolutionsLine ManagerApplications Support ManagerNumber of Subordinates5Job Summary/GoalsThe 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.They 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.This 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.Essential Duties and Responsibilities· 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.· 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.· Release Management: Ensure changes and enhancements are understood with data structures in place to deliver software updates and new features.· System Configuration and Administration: Ensure effective system configuration and data updates.· Continuous Improvement: Support the continuous improvement and optimisation of the software portfolio.· Technical Application Testing: Supporting planning and execution of technical application testing.· 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.· Incident Management: Support first-line Incident and Problem Management within the team, escalating major incidents to the Applications Support Manager as required.· Data Processing Tools: Keep up to date and continuous development and improvement of data processing tools to support accuracy and reduce processing times.· 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.· 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.· Responsible for recruitment and selection, onboarding and induction, regulatory and H&S training and performance development reviews and performance improvement plans.· 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.· Deputising: Deputise for the Applications Support Manager in their absence, covering urgent approvals and representing the team as required.· Team Coverage: Coordinate rota, annual leave and absence cover across the team to maintain consistent ticket and support coverage.· 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.· Succession Planning: Own and maintain a team skills/cross-training matrix, identifying gaps and supporting succession planning.· Confidentiality: Maintain confidentiality and discretion at all times when handling sensitive HR, performance and personal data.· Other Duties: Undertake any other reasonable duties as required by the Applications Support Manager, commensurate with the role.Key Performance MeasuresDelivery of support tickets within set SLAs in the ticketing system.Completion rate and quality of team 1-2-1s, including timely follow-through on agreed actions.Timeliness and effectiveness of local conflict resolution and escalation handling.Mandatory training compliance across the team, with no overdue requirements.Drive the ‘One Team Approach’ cross skilling Data Team / CAFM Team.Continuous improvement of Data Standards including Asset and PM Data.Training Needs Analysis in place and up to date, ensuring no single points of failure exists.SkillsStrong analytical and problem-solving skills.Understanding of basic project management principles.Excellent communication and interpersonal abilities.Attention to detail/excellent written skills.Prioritisation and coordination of a variety of work packagesSQL writing skills Working knowledge of ServiceNow, with exposure to one or more CAFM platforms (e.g., Corrigo, MRI Concept/Evolution, Evolution MX, Mobiess) advantageous.People management experience.CompetenciesLeadership, coaching and constructive feedback delivery.Strong communication and collaboration.Conflict resolution and sound judgement on when to resolve issues locally versus escalate.Resilience and prioritisation across competing people-management and hands-on analyst demands.Continuous improvement mindset.Adaptability.ExperienceExperience of FM/engineering service delivery business processes and organisationsUnderstanding of a typical software development life cyclePrevious experience in software solutions, business intelligence, or asset management is advantageous.Knowledge of CAFM or EAM systemsKnowledge of data structures and languages Exposure to PFI and PAM FM contract environments is advantageous.Place holderIf this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.About JLL –We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.