Application Support Specialist

at  Bright Horizons Family Solutions

Job: Application Support Specialist (Tinies)
Salary: £30K-£35K DOE
Hours: Full Time / 37.50 / Monday to Friday
Job Type: Hybrid with attendance required 2 days per week in our London Office
Location: London – Farringdon Area

QUALIFICATIONS:

• Degree in business administration, IT or project management with strong proficiency in general IT
  Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for! Please note, due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law, this will be highlighted as essential within the advert.
  We look forward to receiving your application!
  If you experience any problems, please email europe.recruitment@brighthorizons.com and we will be happy to help

THE ROLE:

The stage has been set for Tinies to significantly grow in the coming year and require an Application Support Specialist to join the UK head office team and become the in-country SME for all new technology and systems which will support the strategic growth of the franchise business.
Tinies was established in 1975 and is the largest professional franchise network of childcare recruitment agencies in the UK with a family of 27 branches.
Tinies teams of professional consultants across the UK have supported 1,000’s of childcares to find suitable flexible full, part-time work opportunities whilst helping parents to find suitable in-home childcare solutions, and supporting nurseries with their staffing needs, as well as providing event childcare for those special occasions or organisation/charity events.
The successful candidate will work closely with colleagues across the UK Franchise team as well as engage with US ‘Jovie’ franchise team colleagues, and Bright Horizon teams as appropriate, including external providers to support the development and delivery of new resources and technology for the UK Franchise system.

WHAT YOU WILL BE DOING:

• Working closely with the Director of Operations – Tinies, Tinies Marketing & Communications Manager, Director of Technology Jovie in the US, colleagues in the Jovie US team and Franchisees and their consultant teams and where applicable internal Bright Horizon teams on initiatives, timelines, and strategy.
• Main contact for all outside technology vendors including custom development, IT support, email and other products and services utilized Tinies and the national franchise system. Including some suppliers US based who provide and/or support our technology.
• Designated operations team member accountable for all IT systems and technology.
• You will become the in-country SME for a new technology platform driving and supporting the strategic roll out in the next few months in the UK following development in the US.
• This will include manging all documented requirements and working with the supplier and Jovie team to deliver Phase One and future phases of the new Technology platform.
• Collaboration with overseas and internal company teams and developers to support project roll out.
• Leading and supporting internal project meetings with franchisees as part of the formal roll out of the new platform.
• Delivering training in person or remotely to support the training of current Tinies personnel as well as support new on the new platform and any other technology that will be introduced in the future.
• Managing field support, supporting user testing and testing systems operation and associated administration as well as design strategy and project management for the new technology platform and any new systems to be deployed in the future and for any mobile releases.
• Contributes to the overall support team and brand through collaboration with all Tinies personnel, Jovie, and Bright Horizons teams as appropriate to fully understand and develop technical and business requirements of cross functional projects.
• Acting as an intermediary contact with IT US support and developers, Bright Horizon teams where applicable - relating to any technology queries.
• Oversea and monitor new technology UK helpdesk and monitor Tinies website enquiries.
• Provide external customer service support to customers in respect of any general enquiries, or acknowledgement of complaints where applicable and provide internal customer support to support Tinies network of branches day to day enquiries through their help desk portal.
• You will ensure that our various systems are operating effectively and will resolve system functionality issues at a local level or escalate issues, bugs or development items for the relevant parties following agreed procedures as required.
• Assist franchise teams across the network to be able to effectively use our adopted systems and be willing to problem solve and troubleshoot.
• Guide users through processes and system navigation as applicable.
• Manage group email accounts and technology license administration across the Tinies network. Aid in managing future MS Office 365 email system set up, access and ongoing support.
• Raise Purchase Orders for approval purposes to support head office team supplier requirements.
• Assist in day-to-day activities, including document management and content on our intranet.
• Monitor any associated costs with IT Systems, licences, or development.
• Create and maintain excel budget and compliance sheets monthly together with any required reporting.
• Support preparation for Annual Conference plus other franchise related meetings as required.
• Administer and prepare audit data for analysis when required.
• Supporting with administration/IT system tasks in relation to any franchise sale.