Lead Applications Support Analyst

POSITION PURPOSE

The Lead Applications Support Analyst leads BAC's global application support function within the Digital Applications & Product Delivery organization, ensuring reliable, responsive, and high-quality support across the enterprise application estate. SAP S/4HANA and the wider SAP landscape are the primary focus and the largest share of support volume, but the role covers the full portfolio - including OutSystems and other custom applications, Microsoft 365 and collaboration services, manufacturing execution systems, customer experience platforms, and reporting and analytics tools. Resolves the most complex first and second line issues, acts as the primary escalation point below level 3, and at the same time coordinates the day-to-day activity of the application support analysts, owns the support process and its service levels, and drives continuous improvement of the support function. It is the operational bridge between the support team and the business analysis, development, SAP Basis, and application security functions that provide level 3 resolution.

KNOWLEDGE & SKILLS

• Bachelor's degree in information technology, computer science, business, engineering, or a related field, or equivalent practical experience.

• Minimum 6 years of experience in application support, with demonstrable experience coordinating or leading a support team, shift, or service.

• Strong practical knowledge of SAP S/4HANA or SAP ECC support across multiple functional areas, including authorizations, background jobs, and interface troubleshooting.

• Broader applications support experience across non-SAP applications such as Microsoft 365 and the Power Platform, custom or low-code applications, and manufacturing or reporting systems.

• Solid understanding of ITIL service management, particularly incident, request, problem, and major incident management, and experience owning support processes and service levels.

• Experience with IT service management tooling and support reporting.

• Understanding of access management, segregation of duties, and the control and audit requirements that apply to application support and access administration.

• Strong leadership, coordination, and coaching skills, with the ability to develop analysts and sustain service across time zones.

• Excellent diagnostic and problem-solving skills, and the judgement to balance hands-on resolution with leadership of the wider service.

• Clear written and verbal communication in English, strong customer service orientation, and composure under pressure during major incidents and critical business periods.

Preferred

• ITIL Foundation or higher certification.

• SAP certification or formal SAP training in one or more functional modules.

• Experience leading support through an S/4HANA implementation, upgrade, or hyper care period.

• Exposure to SAP GRC, access control tooling, or user access review processes.

• Experience in a manufacturing or engineer-to-order environment.