Application Support Engineer

Application Support Engineer

Department: Technology

Employment Type: Full Time

Location: Remote first, UK

Compensation: circa £36,000

Description

As an Application Support Engineer, you will be an integral part of our IT Operations Team. Your primary responsibility will be to manage and resolve application and system issues, ensuring our systems run smoothly and efficiently. You will also play a key role in monitoring systems, reviewing alerts, and continuously improving our processes. Additionally, you will oversee the implementation of system upgrades and changes, working closely with our third-party providers.

Location: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face to face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get togethers in our Leeds office, so we ask that you be within a commutable distance that you are comfortable with in order to attend the office on those occasions.

Our Recruitment Process: We welcome applications from all individuals, irrespective of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. As we understand the value of the transferability of skills and experiences, we are not looking for the 'perfect candidate' – we encourage everyone who is truly excited about our mission to apply.

Day to day, you will be responsible for:

• Operational Ownership: Take charge of supported systems, ensuring their optimal performance.
• Issue Resolution: Lead the diagnosis and timely resolution of application and system issues, adhering to relevant IT and business processes (Incident Management, GDPR, etc.).
• System Monitoring: Keep a vigilant eye on systems for alerts and events, taking appropriate and timely action.
• Upgrades and Changes: Plan and implement system upgrades and changes in collaboration with third-party providers.
• Stakeholder Liaison: Work with key third-party suppliers and internal stakeholders to ensure the seamless delivery of our products.
• Supplier Management: Play an active role in contract negotiation and supplier management processes.
• Staff Training: Support and train staff to ensure best practices are followed during system use.

You’ll need to have:   

• Technical Expertise: Strong skills in managing and supporting diverse applications, systems, and integrations.
• Microsoft CRM and Finance Solutions: Essential experience.
• Content Management Systems: Experience with Alfresco, ScholarOne, Trackit, or similar is a plus.
• Documentation: Ability to create high-quality user guides and support documents.
• Communication: Excellent skills for operational calls with suppliers and business superusers.
• Service Management: Experience in Incident, Change, Release, and Problem Management.
• Service Levels and KPIs: Ability to meet agreed Service Levels and Key Performance Indicators.
• Technical and Business Communication: Ability to translate business issues to technical language and vice versa.
• Project Management: Experience in structured project management and system roadmaps.
• Technical Knowledge: Essential understanding of Microsoft SQL; XML knowledge is a plus.
• ITIL Service Management: Familiarity with ITIL practices.
• Problem-Solving: Strong skills in problem-solving and root cause analysis.
• Team Player: Ability to work independently and as part of a team.
• Flexibility: Willingness to provide occasional support outside normal hours.

What’s in it for you?

At Emerald, we value our people. Becoming a part of our team means you’ll join a trusting and flexible environment and we've been flexified so you can trust that we're a truly flexible workplace. All we ask is that you attend the office once a month to come together with work colleagues. You'll also have numerous opportunities to progress your career, as well as access to professional development and the opportunity to learn new skills.

You’ll receive a wide range of benefits, such as 38 days annual leave (inclusive of bank holidays, remote flexible working, a discretionary performance bonus, 6% pension contribution and various benefits aimed at supporting your wellbeing and work-life balance such as a working from home allowance. You can check out a full list of our benefits here.

Roles are advertised at a benchmarked market median rate. Offers will be made within a range of the median, depending on skills and experience.

Please note - Applicants must be authorized to work in the UK without restrictions or sponsorship. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Emerald Group is committed to creating an inclusive environment for all of our applicants. If you would like to request any accommodations/adjustments from application through to interview stages, please complete the relevant section within the application or contact us at peopleteam@emerald.com and let us know. Apply