Application Support Analyst

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• 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 • 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) • 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 • 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)

🎯 Requirements

• 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

🏖️ Benefits

• Health insurance • Professional development • Remote work options