Application Support Analyst

The Application Support Analyst is a key member of the Support team, focused on providing high-quality customer support for our global business. In this role, you will partner with end users and internal teams to identify, troubleshoot, and resolve application issues, including analyzing data to determine scope and root cause and collaborating with technical teams on complex problems.

The Application Support Analyst will focus on timely and effective issue resolution, a strong customer experience, and ongoing improvement of our support processes. This role reports to the Manager of Customer Support., * Act as the primary point of contact for business stakeholders in EMEA for application issues, ensuring SLAs are met and communication is proactive and clear.

• Document and manage issues using the H&S Incident Management System.
• Analyze issues to identify root causes, patterns, and solutions.
• Partner with Product and Engineering to represent customer needs.
• Participate in UAT planning, test executions, and regression testing for new features and enhancements.
• Maintain knowledge base content within the Support Portal.
• Collaborate across teams, adapting communication style to different stakeholders.
• Contribute to team problem solving and share ideas constructively.
• Take ownership of tasks, prioritize effectively, and meet deadlines.
• Anticipate issues, seek clarity, and proactively resolve challenges.
• Participate in training and stay current on system updates.
• Meet or exceed SLAs, including customer satisfaction metrics.
• Identify and recommend process improvements.

• Minimum three years in customer-facing technical support roles.
• Demonstrated experience supporting at least one enterprise-class application (e.g., CRM, ATS, HRIS, or similar).
• Professional, customer-focused, and service-oriented.
• Strong critical thinking and problem-solving skills.
• Demonstrates business awareness and sound judgment.
• Collaborative, adaptable, and open to feedback.
• Proactive, accountable, and able to manage priorities independently.
• Resilient and persistent in addressing challenges.
• Strong communication and interpersonal skills.
• Comfortable working in a global, virtual team environment., * Bachelor’s degree in Computer Science, Human Capital Management, or related fields.
• Experience working in a professional services or consulting environment.
• Prior exposure to executive search, HR, talent management, or similar domains.
• Familiarity with ITIL practices or formal incident/problem management frameworks.
• Experience supporting globally distributed user bases across multiple time zones.

Heidrick & Struggles is the world’s foremost advisor on executive leadership, driving superior client performance through premier human capital leadership advisory services. For more than 70 years, we’ve delivered value for our clients by leveraging unrivaled expertise to help organizations discover and enable outstanding leaders and teams. Learn more at www.heidrick.com, Heidrick & Struggles is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world’s top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions. Heidrick & Struggles pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.®