Overview

170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our network of industry subject matter experts.

The Business Application Support Analyst will deliver high-quality support, enhance user experience, and ensure stable IT operations across Group Functions.

This role ensures stable daily operations by providing accessible, service-minded support for all end users. It resolves L1 issues, logs and triages incidents, and escalates cases when necessary. The position strengthens service reliability across workplace tools, applications, and devices used within Group Functions.

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Serve as the primary point of contact for end users seeking technical assistance.
• Handle L1 incidents and service requests, performing initial troubleshooting and resolution.
• Log, categorize, and prioritize tickets in the ITSM tool (e.g., ServiceNow).
• Escalate incidents to L2/L3 teams when required, following established playbooks and SLAs.
• Provide guidance on standard tools including Microsoft 365, collaboration platforms, and workplace applications.
• Support account/access issues, device troubleshooting, and basic application errors.
• Maintain clear and friendly communication with users, ensuring professional and service-oriented interactions.
• Contribute to knowledge base articles, FAQs, and user guides.
• All other duties, as assigned.

Qualifications

Experience providing L1 or service desk support in a professional IT environment. Experience in scripting and automation for application support, such as PowerShell or Python. Extensive experience supporting business-critical applications within the financial domain, ensuring stability, accuracy, and compliance in daily operations.

• Familiarity with ITSM tools such as ServiceNow.
• Basic understanding of SaaS applications, workplace tools, and standard IT services.
• Ability to multitask and manage ticket queues efficiently.
• Structured, dependable, and comfortable working in a fast-paced environment.
• Additional Experience
• Business Application Support in Financial Environments.
• Skilled in incident analysis, troubleshooting, and resolving issues related to financial workflows, reporting tools, and integrated enterprise applications.
• Proven ability to collaborate with finance stakeholders to understand business processes, translate requirements into technical actions, and provide clear, reliable guidance.
• Strong knowledge of Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, Intune, and Azure AD.
• Able to identify and resolve cloud-related issues efficiently, provide user guidance, and support adoption of modern workplace solutions.
• Familiar with governance, identity, and compliance features within Microsoft cloud services, contributing to secure and well-managed IT environments.
• Strong service mindset with the ability to support end users effectively.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.