L1/L2 Application Support Analyst
LaSalle Technology and Support
JLL | LaSalle | Full-Time
Role Overview
The Application Support Analyst provides deep technical support for LaSalle's custom-built applications and data platforms. Acting as the escalation point this role investigates complex incidents, performs root cause analysis, collaborates with engineering and data teams to resolve defects, and drives improvements across the support model.
Key Responsibilities
Escalated Incident Resolution
- Receive, investigate, and resolve escalated incidents from the business within defined SLA targets
- Reproduce issues in non-production environments and coordinate with development teams on bug fixes and hotfixes
- Own incident resolution end-to-end, including root cause documentation and post-incident review
Platform & Data Investigation
- Query and analyze application databases (SQL/NoSQL) to identify data integrity issues, failed jobs, or processing anomalies
- Monitor platform health dashboards and proactively identify performance degradation or service disruptions
- Support UAT and regression testing for patches and platform releases
- Work with infrastructure and cloud teams to triage environment-level issues (e.g., connectivity, hosting, authentication)
Stakeholder Collaboration & Escalation
- Liaise with software engineers, data engineers, and product owners to communicate issue severity and coordinate timely fixes
- Facilitate incident bridge calls during major incidents, preparing clear summaries for business stakeholders
- Provide structured incident reports and root cause analysis (RCA) documents following P1/P2 incidents
- Advise analysts on complex troubleshooting approaches and update runbooks accordingly
Continuous Improvement
- Identify recurring issues and drive problem management initiatives to eliminate root causes
- Propose and implement permanent fixes or workarounds to reduce ticket volume
- Maintain and enhance technical runbooks, escalation trees, and support playbooks
- Evaluate and recommend monitoring and alerting improvements to reduce mean time to detect (MTTD)
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related field
- 3–5 years of experience in application support, software engineering, or data operations, ideally within financial services
- Some SQL skills — able to write queries to investigate data issues across relational databases
- Experience using application monitoring and logging tools (e.g., Datadog, Splunk, Azure Monitor)
- Proven ability to perform root cause analysis and produce clear RCA documentation
- Strong written and verbal communication skills; ability to present technical findings to non-technical stakeholders
- Experience with Agile/DevOps delivery models and change management processes
Preferred
- Exposure to real estate investment platforms, portfolio management systems, or financial reporting tools
- Experience with cloud platforms (Microsoft Azure preferred)
- ITIL Intermediate certification or equivalent
- Familiarity with LaSalle proprietary tools or JLL enterprise platforms
Competency
Competency
Description
Technical Depth
Strong investigative and diagnostic skills across application and data layers
Ownership
Takes full accountability for escalated issues through to resolution
Communication
Translates technical findings clearly for business audiences
Collaboration
Partners effectively with engineering, data, and infrastructure teams
Continuous Improvement
Proactively identifies patterns and drives systemic fixes
Judgment
Escalates appropriately and prioritizes based on business impact
