Client Support Analyst

1 week ago

United Kingdom Ampa - Legal & Professional Services Full time

Ampa Group Services are searching to add a fantastic Client Systems specialist to our growing Applications and Development team.


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.


What you will be doing:

  • Act as specialised support for Client Systems Applications.
  • Resolve and escalate incidents, ensuring good communication, process adoption and driving resolution in a timely fashion.
  • Liaising with 3rd party suppliers for support escalations as needed
  • 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.


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.
  • Assist with the production and maintenance of User Guides and other support material.
  • Ensure IT processes and applications contribute to improved data quality and assist with the identification of any issues as well as helping to provide systemic solutions


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.


What you will need:

A minimum of 2 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
  • Microsoft Office Suite (Word, Excel)


Key Competencies:

  • 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.


Benefits, Agile Working and Additional information

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, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon, Lincoln, Southampton and Sheffield.


Additional information


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


Ampa Group 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.


About Ampa Group

Welcome to Ampa - a leading group of legal and professional services brands, home to leading legal services firms such Shakespeare Martineau, Lime Solicitors, Mayo Wynne Baxter, Marrons and others.

Our ‘House of Brands’, is where legal and professional service brands converge to unlock exciting opportunities for career advancement, collaboration, and comprehensive business services support across various disciplines including HR, IT, finance, and marketing.


Our overall purpose is to act as the cornerstone that facilitates the growth of every brand within our collective, empowering them with enhanced purchasing capabilities, access to specialised expertise, and a cohesive set of values and culture.


At our core, we are dedicated to creating an environment where each brand thrives through mutual growth and co-operation. Through our shared infrastructure and central support, we enable our brands to flourish, using the strength of our collective resources.


If you are passionate about driving positive change and immersing yourself in an inclusive, diverse, and supportive culture, then we invite you to join our team as we continue to unlock the potential in our people, clients, and investors.

  • Technical Business Analyst

    3 weeks ago

    United Kingdom Client Server Full time

    Technical Business Analyst London / WFH to £95kAre you a tech savvy Business Analyst with finance experience and a good knowledge of Salesforce?You could be progressing your career at a SaaS FinTech; their capital market tools are used by Investment Banks and independent research providers to automate and analyse client service and research consumption,...

  • Support Analyst

    2 weeks ago

    United Kingdom Corriculo Recruitment Full time

    COR5816 Support Analyst, Service Desk, 1st line, Entry-level An excellent, award winning company seeks a Support Analyst / Service Desk Analyst – with some existing commercial IT experience - for a varied role within a dynamic SME environment. The Role In a varied and highly-visible role, the Support Analyst / Service Desk Analyst will be given the...

  • Support Analyst

    2 weeks ago

    United Kingdom Corriculo Recruitment Full time

    COR5816 Support Analyst, Service Desk, 1st line, Entry-level An excellent, award winning company seeks a Support Analyst / Service Desk Analyst – with some existing commercial IT experience - for a varied role within a dynamic SME environment. The Role In a varied and highly-visible role, the Support Analyst / Service Desk Analyst will be given the...

  • Product Support Analyst

    2 hours ago

    United Kingdom Adecco Full time €37 - €40

    Job Title: Product Support Analyst Location: UK Remote Hourly rate from £36.Contract Details: Temporary contract for 6 months Full Time Our client, a leader in the Tech industry, is seeking a Product Support Analyst to join their team. As a Product Support Analyst, you will work to ensure businesses are maximising the use of the advertising...

  • Product Support Analyst

    2 hours ago

    United Kingdom Adecco Full time €37 - €40

    Job Title: Product Support Analyst Location: UK Remote Remuneration: Hourly rate from £36.54 to £40.38 Contract Details: Temporary contract for 6 months Working Pattern: Full Time Our client, a leader in the Tech industry, is seeking a Product Support Analyst to join their team. As a Product Support Analyst, you will work to ensure businesses are...

  • Product Support Analyst

    2 hours ago

    United Kingdom LanceSoft, Inc. Full time

    Job Details: Product Support Analyst Contract Duration: 12 Months Client location: UK Mode: Remote Working Hours: 9-6, Monday - Friday Job Description: Job Description The Product Support Analyst works within the Product & Service Operations (PSO) organization to help businesses through scaled service delivery & operations. We combine deep...

  • Desktop Support Analyst

    2 weeks ago

    United Kingdom Network IT Recruitment Limited Full time €35,000

    Desktop Support Analyst Buckingham Permanent Up £35,000 Network IT a looking for a Desktop Support Analyst for one of our clients based in Buckingham. The role is to join a flourishing organisation that are looking to expand their Support team. This role would be great for anyone that has hands on experience on experience of Desktop support and...

  • Desktop Support Analyst

    2 weeks ago

    United Kingdom Network IT Recruitment Limited Full time €35,000

    Desktop Support Analyst Buckingham Permanent Up £35,000 Network IT a looking for a Desktop Support Analyst for one of our clients based in Buckingham. The role is to join a flourishing organisation that are looking to expand their Support team. This role would be great for anyone that has hands on experience on experience of Desktop support and...

  • Application Support Analyst

    2 weeks ago

    United Kingdom Network IT Recruitment Limited Full time €36,000

    Application Support Analyst – 12 Months FTC Buckingham FTC Up £36,000 Network IT a looking for an Application Support Analyst for one of our clients based in Buckingham. The role is to join a flourishing organisation that are looking to expand their product team. This role would be great for anyone that has hands on experience on experience of...

  • Application Support Analyst

    2 weeks ago

    United Kingdom Network IT Recruitment Limited Full time €36,000

    Application Support Analyst – 12 Months FTC Buckingham FTC Up £36,000 Network IT a looking for an Application Support Analyst for one of our clients based in Buckingham. The role is to join a flourishing organisation that are looking to expand their product team. This role would be great for anyone that has hands on experience on experience of...

  • Application Support Analyst

    2 weeks ago

    United Kingdom Brown & Brown Europe Full time

    Application Support Analyst Fixed term contract –9 months Location: Borehamwood - ONSITE Package: Negotiable + Benefits Hamilton Fraser is a leading provider of specialist insurance and service solutions across various industries. We are seeking a talented and motivated individual to join our Technology Solutions (IT) division as an Application...

  • Application Support Analyst

    2 weeks ago

    United Kingdom Brown & Brown Europe Full time

    Application Support Analyst Fixed term contract –9 months Location: Borehamwood - ONSITE Package: Negotiable + Benefits Hamilton Fraser is a leading provider of specialist insurance and service solutions across various industries. We are seeking a talented and motivated individual to join our Technology Solutions (IT) division as an Application...

  • Application Support Analyst

    2 weeks ago

    United Kingdom Network IT Recruitment Limited Full time €36,000

    Application Support Analyst – 12 Months FTC Buckingham FTC Network IT a looking for an Application Support Analyst for one of our clients based in Buckingham. This role would be great for anyone that has hands on experience on experience of applications and data manipulation Have experience of data platforms including SQL and PowerShell. Be...

  • Application Support Analyst

    2 weeks ago

    United Kingdom Network IT Recruitment Limited Full time €36,000

    Application Support Analyst – 12 Months FTC Buckingham FTC Network IT a looking for an Application Support Analyst for one of our clients based in Buckingham. This role would be great for anyone that has hands on experience on experience of applications and data manipulation Have experience of data platforms including SQL and PowerShell. Be...

  • Web Application Support Analyst

    2 weeks ago

    United Kingdom Scott Merrick Full time

    Web Applications Support Analyst. Specialist technology provider, providing Real Time solutions, requires a Web Applications Support specialist on ‘Live Systems’, providing remote support, maintaining & monitoring solutions and supporting applications and their associated Systems, escalating/ handing over to the internal DevOps and Development teams, if...

  • Web Application Support Analyst

    3 weeks ago

    United Kingdom Scott Merrick Full time

    Web Applications Support Analyst. Specialist technology provider, providing Real Time solutions, requires a Web Applications Support specialist on ‘Live Systems’, providing remote support, maintaining & monitoring solutions and supporting applications and their associated Systems, escalating/ handing over to the internal DevOps and Development teams, if...

  • Client Support Analyst

    2 weeks ago

    United Kingdom Ampa - Legal & Professional Services Full time

    Ampa Group Services are searching to add a fantastic Client Systems specialist to our growing Applications and Development team. 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. What...

  • Client Support Analyst

    2 weeks ago

    United Kingdom Ampa - Legal & Professional Services Full time

    Ampa Group Services are searching to add a fantastic Client Systems specialist to our growing Applications and Development team. 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. What...

  • Client Support Analyst

    1 week ago

    United Kingdom Ampa - Legal & Professional Services Full time

    Ampa Group Services are searching to add a fantastic Client Systems specialist to our growing Applications and Development team. 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. What you...

  • Analyst / Business Analyst

    2 weeks ago

    United Kingdom Crimson Full time €60,000

    Business Analyst - Salesforce - Birmingham 3 days per week onsite £Business Analyst required for a leading client based in Birmingham. My client is currently seeking a Business Analyst to come on board to be focused on providing business analysis and design, mainly for Salesforce solutions, as well as other IT and business change initiatives. The key...