Application Support Analyst

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.

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.

Responsibilities:

• 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.

Required Qualifications:

• Bachelor’s degree.
• 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.

Preferred Qualifications:

• 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 an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.

Heidrick & Struggles is committed to providing reasonable accommodations and/or adjustments during our recruitment process. If you are selected for an interview and require an accommodation and/or adjustment, please inform your Talent Acquisition professional.