Application Support Specialist

at  Gateley

THE TEAM

Gateley Plc has a dynamic and collaborative IT department. We are growing our team to 63 staff members in total across IT Service, Application Support, Infrastructure, Architecture, Security, Change Management, Development, Innovation and Client Solutions.
The Application Support team sits within the IT Service & Infrastructure function that maintains operational and strategic oversight of those Gateley’s business critical applications.
We continue to develop and evolve our proposition and are looking for individuals with a ‘can do’ mentality to join the team.

DIVERSITY, INCLUSION AND WELL BEING

Diversity, inclusion and well-being is an important part of Gateley’s culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture.
We create an exciting and rewarding place to work that aims to fulfil everyone’s potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
We are proud to have been recognised by The Law Society as gold standard for our Diversity and Inclusion Charter and to be Stonewall Diversity Champions.

Your secondary responsibility is to assist with the strategic development of the PMS. Liaising with stakeholders within the firm, the Application Support Manager, and the IT Solutions Delivery team you will translate a road map of business requirements into operational reality within the PMS. The successful candidate should be able to:

• Provide first class application support to the firm in resolving incidents and service requests relating to the PMS.
• Work with the wider IT teams to implement strategic developments within the PMS application.
• Work closely with the Finance team to understand issues, requirements, and expectations.
• You will be a technical SME for the PMS and an escalation point for the IT Service Desk.
• Proactively identify trends and potential problems and respond appropriately.
• Support and mentor Service Desk engineers in relation to incidents and service requests concerning the PMS.
• Provide excellent customer service, contributing to the wider IT Service Desk customer service statistics.
• Comply with the company’s policies and procedures
• Liaise with product and platform vendors in relation to both operational problem solving and strategic development work.
• You may from time to time be required to attend other Gateley offices on an ad-hoc basis or as part of planned project work.
• Due to the nature and size of the team you may from time to time be asked to undertake ad-hoc tasks outside of your core responsibilities

THE ROLE

As an Application Support Specialist, you will be expected to have in depth knowledge of the software and technical platforms that make up Gateley IT services. Your primary responsibility will be based around the day-to-day support and development of Gateley’s financial Practice Management System (PMS). You will aspire to be the subject matter expert (SME) within the firm, providing the timely resolution of incidents, service requests and problems, and ensuring the Service Desk are trained as required in support of your role.

Your secondary responsibility is to assist with the strategic development of the PMS. Liaising with stakeholders within the firm, the Application Support Manager, and the IT Solutions Delivery team you will translate a road map of business requirements into operational reality within the PMS. The successful candidate should be able to:

• Provide first class application support to the firm in resolving incidents and service requests relating to the PMS.
• Work with the wider IT teams to implement strategic developments within the PMS application.
• Work closely with the Finance team to understand issues, requirements, and expectations.
• You will be a technical SME for the PMS and an escalation point for the IT Service Desk.
• Proactively identify trends and potential problems and respond appropriately.
• Support and mentor Service Desk engineers in relation to incidents and service requests concerning the PMS.
• Provide excellent customer service, contributing to the wider IT Service Desk customer service statistics.
• Comply with the company’s policies and procedures
• Liaise with product and platform vendors in relation to both operational problem solving and strategic development work.
• You may from time to time be required to attend other Gateley offices on an ad-hoc basis or as part of planned project work.
• Due to the nature and size of the team you may from time to time be asked to undertake ad-hoc tasks outside of your core responsibilities.