EXPERIENCE

You will have gained sound experience supporting enterprise or business-critical applications in a professional environment. You will be confident liaising with external vendors and managing third-party support escalations.
You will have good understanding of software upgrade and patching processes and have hands-on experience of using ticketing systems, such as Jira, ServiceNow, Freshdesk etc.
You will also be a natural problem-solver and have experience of troubleshooting within a multi-application environment.

QUALIFICATIONS

• A-levels or equivalent; a degree in IT, Computer Science, or related field is desirable.
• ITIL Foundation certification or working knowledge of ITIL practices preferred.
• Relevant experience (e.g., Microsoft, Reapit, or DocuSign) are advantageous.
• Demonstrable continuous professional development in application support or IT service roles.

• Manage and provide support for a range of business-critical applications including Reapit, DocuSign, and Campions-related systems.
• Liaise with third-party vendors and service providers to raise and manage support tickets, ensuring timely resolution.
• Monitor and manage internal ticketing system queues, prioritising and resolving issues effectively.
• Ensure all business systems are fully operational, escalating issues where appropriate to minimise downtime.
• Support application upgrades, patches, and scheduled maintenance in coordination with internal teams and vendors.
• Troubleshoot application-related issues, working closely with infrastructure and development teams as needed.
• Maintain accurate documentation for applications, processes, and support procedures.
• Assist with user access management and permission changes across supported systems.
• Provide application training and support to users, enhancing system adoption and usage.Participate in continuous improvement initiatives to enhance service delivery, reduce incidents, and improve end-user experience.