Senior Application Support Analyst

Providing responsive first line and routine second lines of support helping users maintain secure access and reliable day-to-day service for a varied portfolio of financial, workflow, reporting and operational applications for the Artex business, while participating in a rotating shift schedule to provide continuity of global support.

As part of an application support team, the role administers user access, resolves incidents & service requests, completes recurring application tasks, monitors support queues, and escalates complex or unfamiliar issues to the Artex Application Support Lead or the appropriate technical, or business, team

Responsibilities:

• Provide day-to-day application support, troubleshooting, and user guidance across the supported Artex application portfolio.
• Manage approved user access requests, including account creation, access changes, password support, and timely removal of access in accordance with security requirements.
• Review assigned support queues, accurately categorize and route tickets, and take ownership of applicable incidents and service requests through resolution or escalation.
• Log, update, track, and resolve support tickets within agreed service levels, maintaining clear and complete work notes.
• Investigate login, authentication, add-in, recalculation, data-entry, application availability, and other common functional issues.
• Complete approved recurring administration activities, including static-data and form updates, timesheet or form generation, absence-management support, and board-pack setup where applicable.
• Perform documented operational support activities, including application or server checks, and approved server restarts when required for major incidents.
• Escalate complex, high-impact, or unfamiliar issues to the Artex Application Support Lead, application owner, infrastructure team, development team, or vendor as appropriate.
• Assist with application testing, upgrades, patches, releases, and continuous improvement activities.
• Maintain accurate support documentation, knowledge articles, operating procedures, and handover notes.
• Work collaboratively across shifts to provide continuity of service and effective handoffs to other team members.

Qualifications:

• A Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.

Skills and Experience:

• 2-4 years of experience in application support, systems administration, service desk, or a comparable technical support role.
• Experience supporting business or financial applications in an enterprise environment.
• Working knowledge of identity and access administration, ticket management, incident troubleshooting, and escalation practices.
• Strong analytical and troubleshooting skills, with the ability to follow documented procedures and identify when escalation is required.
• Clear written and verbal communication skills, with a professional and customer-focused approach.
• High attention to detail when processing access, data, and configuration requests.
• Ability to manage multiple priorities, maintain accurate records, and work effectively in a distributed support team.
• Ability to collaborate with business users, technical teams, application owners, and third-party vendors.

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being 
• Career development opportunities and ongoing learning 
• A collaborative, people-first culture with accessible leadership 
• The opportunity to do meaningful work with global reach and local impact 

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)