AddressOur IT team are looking for an Application Support Engineer to join them on a permanent basis. The role involves the provision of technical support to all of our internal clients on a broad range of applications including Document Management, Practice Management (finance), Client Relationship Management (business development) and HR systems, and various specialised applications such as legal forms and digital dictation.
This position is based out of our new Bristol office with a hybrid working arrangement and working hours of 9am to 5pm, with the flexibility to work out of hours to perform critical system upgrades.
The role:
We are looking for someone to provide operational and technical support to the users of business applications within Osborne Clarke, helping to ensure that the business benefits of these applications continue to be achieved.
You will work closely in collaboration with suppliers, maintainers, and with other members of the Global IT team to ensure the smooth delivery of software services and products to the business and to investigate and manage any problems being experienced with live applications.
In your role you will act as a primary resource for building knowledge through knowledge sharing initiatives, via documentation and knowledge base articles but also through sharing directly to others across the IT department.
Additionally you will have the opportunity to assist with project work alongside your main responsibilities.
Specific responsibilities:
- Building standing in the Applications Team by playing a full part in team activity, and developing relationships with the wider IT Team in order to fulfil the Applications Support role. This position requires the ability to capture and disseminate knowledge across the wider IT function, providing support to more junior members of the function but also to actively promote knowledge sharing initiatives and the development of an ITIL aligned knowledge management system.
- Supporting initiatives and creating service improvements.
- Actively manage own personal training and development, identifying any suitable development opportunities.
- Any other duties that may be required to ensure the efficient operation of the Application Support service, including actively assisting colleagues in times of high demand.
We are looking for:
- Someone with experience of providing advanced support for Enterprise Level Applications.
- To take full ownership of service / process around Application Support tasks, whilst assisting with knowledge sharing and transfer throughout the IT Team.
- Develop relationships both with internal legal clients, IT Team colleagues and external suppliers where necessary, offering support on the applications for which the team are responsible.
- Strong time management, organisation and prioritisation skills, with the drive to exceed expectations set as part of a performance managed environment.
- Strong interpersonal skills including written and oral communication, with the ability to negotiate both with internal customers and external suppliers.
- Excellent customer service skills, quickly and appropriately responding to requests and ensuring that colleagues and clients are kept up to date on progress
- Assist in the maintenance of documentation of the tools used to monitor applications.
- Proactive in terms of application configuration suggestions.
Technical requirements:
You will have been involved in project based work of major systems both from advisory and also from a technical implementation and rollout perspective operated as a key IT player in various projects.
The technical requirements for this position include hands-on knowledge and experience of the following classifications of systems:
- Core desktop and office systems
- Document Management Systems - ideally iManage Work
- Incident/helpdesk management systems
- Practice Management Systems
- Contact Relationship Management systems
- Digital Dictation - BigHand
- Time Recording - e.g. Intapp Time
- Windows Server versions 2012, 2016
- A basic understanding of network systems is also required, including Azure Active Directory, Microsoft Exchange and Remote Desktop Services (RDS).
- Case Management Systems - e.g. LexisNexis Visualfiles
- Microsoft SQL Server (and T-SQL) 2005 and above
- Online Data Rooms (such as HighQ Collaborate), and other SaaS solutions
- Word Document Template Management Systems
- Report writing methodologies - SQL Server Reporting Services and/or Business objects
- Knowledge of application integration via APIs and SQL
- An understanding of the concepts of Workflow
- ITIL best practice framework
Salary and benefits
We offer competitive salaries and generous benefits.
For more information or to apply
We would very much welcome your application using the link provided. Should you have any questions about the role, or would like to find out more about the firm, please contact Dan Jones at dan.jones@osborneclarke.com
At Osborne Clarke we value difference and encourage applicants from all social backgrounds, ethnicities, disabilities, gender identities, and sexual or romantic orientations. We want everyone to feel that OC is a place where you can be yourself and where you belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.
Being an inclusive employer is important to us and we are committed to ensuring every applicant's recruitment experience is free from unnecessary barriers. We have made a number of external commitments such as the Race Fairness Commitment and Women in Law Pledge, and are working with organisations like Stonewall to become a more inclusive employer. We want you to be able to show us your best during the recruitment process. If you require any adjustments to be made during the application, interview process or when working with us, please let us know.
We support working families via a range of family and caring friendly policies and will accommodate flexible working where we can. We value the health and wellbeing of our people: for example, we're signatories to the Mindful Business Charter, have an active network of mental health champions and offer free initiatives and flexible benefits to all our people.
Osborne Clarke is a Living Wage Employer, so we're committed to paying everybody in our business enough to live on and to enable them to save for the future.
No agencies please.
*Services in India are provided by a relationship firm
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis.
