We are looking for an Application Support Analyst to join our IT team, who are responsible for providing clients and staff with high quality relevant technology, customised systems and superior service and support.
Based mainly in the Birmingham office the team is around 30 strong and includes talented architects, project managers, developers, engineers, analysts and service desk support people.
We have several specialist systems for our Lawyers. These include systems for case management, practice management, time booking etc. The role is to understand these systems and their integrations and provide root cause analysis for incidents, diagnosis and support for complex change requests. Ideally, we would like you to become the technical SME for the products and platforms assigned. Some of the systems and platforms we have include – JSCAPE, DocuSign, HighQ, Aderant and Axxia. We also have several in-house developed systems.
Your key duties will be:
- Ownership, monitoring, tracking, and communication about incidents assigned
- Developing incident workarounds
- Analysing incidents working closely with the development and infrastructure team to work out the root cause
- Liaison with vendor for support and upgrades
- Configuration, management and support of COTS applications
- Support of the Starters, Movers and Leavers process
- Owning allocated platforms and systems as the technical SME
- Maintaining regular communication with the users to identify areas for improvements
Skills and experience you will have:
- A minimum of 24 months’ experience working in an IT service desk environment
- The ability to provide full user account management
- A knowledge of printer and network troubleshooting
- Knowledge of supporting Windows operating systems
- Experience in the use of Microsoft Dynamics, Microsoft Sharepoint, HighQ, iManage, Docusign, BigHand
Key competencies you will need
- Excellent communication skills
- Proven problem-solving skills
- To be committed to always delivering excellent levels of service to our clients
- Excellent personal organisation, the ability to prioritise and carry out multiple tasks
- Confidence and enthusiasm to develop a career in the field of IT and the ability to demonstrate a clear interest in this area
Let us introduce ourselves.....
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.
Check out our amazing benefits here |
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, Leicester, London, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role can be based from any of our Midlands hubs.
The working hours will be 37 hours per week, working between the hours of 7.00 am and 7.00 pm Monday to Friday on a rotational basis; flexibility to work additional hours on evenings and weekends may be required. |
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.
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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. |
