Application Support Specialist

It's a user-facing, service-led position, working closely with lawyers, partners, and business support teams to ensure systems are running effectively and users are fully supported., * Providing application support for legal and business systems (e.g. iManage, BigHand, Elite, Microsoft 365)

• Logging, triaging, and resolving user queries and support tickets
• Diagnosing application issues and providing clear, practical solutions
• Supporting system upgrades, releases, and patching activities
• Assisting with basic system configuration (user setup, permissions, templates)
• Supporting User Acceptance Testing (UAT), test scripts, and release validation
• Producing clear user documentation, guides, and knowledge base content
• Delivering onboarding and refresher training to users
• Supporting floor-walking and go-live activities during system changes
• Liaising with third-party vendors and internal teams to resolve issues
• Investigating recurring problems and recommending process improvements
• Supporting data quality checks and basic system integrations where required

• Experience in an Application Support, Systems Support, or Technical Support role
• Strong experience supporting business or legal applications
• Knowledge of systems such as iManage, Elite 3E, BigHand, Intapp Time, or Microsoft 365
• Strong problem-solving and analytical skills
• Experience logging and managing support tickets
• Excellent communication skills with a strong user-focused approach
• Ability to explain technical concepts clearly to non-technical users
• Strong organisational skills and attention to detail

Desirable Experience

• Experience within a law firm, professional services, or regulated environment
• Exposure to system integrations, APIs, or workflow automation
• Experience with testing, UAT, or QA processes
• Knowledge of Power BI, reporting tools, or PowerShell
• ITIL Foundation or similar, * Friendly, approachable, and service-focused
• Strong communicator with a genuine desire to help users
• Patient and able to support users of all technical levels
• Methodical, organised, and detail-driven
• Proactive and able to work independently
• A collaborative team player who builds strong relationships
• Adaptable in a fast-paced, change-driven environment Working Arrangements

• Office-based with hybrid working available

• Occasional out-of-hours work for upgrades or maintenance

• Travel to other offices may be required Why Apply?

• Join a Top 150 UK law firm with a strong reputation

• Play a key role in supporting and improving core business systems

• Highly collaborative, people-focused environment

• Strong exposure to users across the business, including senior stakeholders

• Opportunity to develop within a modern, evolving IT function

• Hybrid working and a varied, engaging role

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