Client Systems Application Support Lead

Company: Shakespeare Martineau
Closing date: 25/02/2024
Term: Permanent
Working hours: Full-time
Team: IT
Location: UK-Wide
The opportunity

This role is part of the maturing of our IT Organisation, adding specialisation and technical knowledge into the Applications and Development team to help us support our IT project portfolio and current technologies.

Role Purpose 

  • Triage and Coordinate Application and Development Team effort around incidents, ensuring good communication, process adoption and driving resolution in a timely fashion.
  • Maintain applications through regular system management and upgrades (as required).
  • Monitor application interfaces, exports and imports, and ensure their smooth running where required.
  • Establish and maintain credibility and working relationships with other IT teams, being an ambassador for IT within the business community, supporting a customer service culture.
  • Providing 3rd line specialist support for the Client Systems Portfolio.

Role Priorities 

The immediate priorities are:

  • Becoming familiar with the applications, integrated solutions, backlogs and current roadmaps as well as the supported business processes.
  • Work with the IT Service Delivery Team to evolve and mature our existing framework.
  • Champion the IT Service Delivery framework across the Applications and Development team.
  • Create metric driven conversations to drive improvements to applications, infrastructure and processes.

Key Accountabilities 

  • Maintaining a healthy request and incident queue
  • Documenting all work in accordance with agreed standards (including DevOps, ServiceNow, etc)
  • Meeting internal SLAs
  • Tracking a reduction of incidents year on year through proactive actions taken on the back of Problem Management, monitoring and other initiatives.

Skills and experience 

A minimum of 3 years demonstrable track record working in a similar role i.e providing technical support to people and software / applications, ideally serving a Case Management System or similar workflow-based Low Code Platform.

You will need to have previous experience with the below tech stack: 

  • Low Code Platforms: Appian, Sharedo, Microsoft Dynamics 365 or similar
  • Case Management Systems: Proclaim, Axxia, P4W, Peppermint or similar
  • Document Management Systems: iManage, HighQ, SharePoint or similar
  • Azure DevOps
  • ISO27001 Controls
  • ITIL Processes and platforms: ServiceNow or similar

Experience with the following would be beneficial:

  • Power Apps & PowerBI
  • MS SQL Server, SSIS, SSRS , T-SQL, Azure SQL Server

Key Compentencies 

  • The ability to produce high quality technical material, and to identify and develop opportunities to provide business benefit.
  • Strong written and verbal communication skills
  • Excellent organisation and the ability to prioritise and carry out multiple tasks.
  • You have a practical familiarisation of working within the ITIL framework or certification.
  • The ability to build good relationships with clients/operational managers and colleagues.
How we work

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have hubs in Birmingham, Bristol, Edinburgh, Leicester, London, Lincoln, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will be predominantly home based with travel as required into Birmingham or one of our other West Midlands hubs 

Additional information

It’s the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams, together we win.   As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together. We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients. We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do!    

We believe in trusting our people to make the right decisions for themselves, from when and where you work, to how you dress; we focus on outputs.  

Want to find more about our amazing benefits?

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.