Business Application Specialist (SaaS)

• Provide 2nd and 3rd line technical support across a portfolio of SaaS and business-critical applications.
• Take ownership of application incidents, troubleshooting issues and implementing long-term fixes.
• Administer and maintain applications, including configuration, permissions, upgrades and patches.
• Support and troubleshoot APIs, system integrations and data flows between applications.
• Manage technical relationships with software vendors and external support providers.
• Identify opportunities for automation and process improvement to reduce manual tasks.
• Manage application security, user access, authentication and single sign-on (SSO).
• Monitor application performance, licensing and utilisation, recommending improvements.
• Work alongside business analysts, project managers and technical colleagues to deliver system enhancements.
• Maintain accurate technical documentation and contribute to application improvement plans.

• Proven experience in Application Support, Business Systems Support or SaaS Application Management.
• Strong experience supporting multiple cloud-based SaaS applications.
• Experience providing 2nd/3rd line application support and resolving complex incidents.
• Good understanding of APIs, web services and system integrations.
• Experience with Microsoft Entra ID or Active Directory, including access management and SSO.
• Knowledge of application security, permissions and change management.
• Experience working with software suppliers and managing technical escalations.
• Exposure to automation, scripting or workflow tools.
• Strong troubleshooting, communication and stakeholder management skills.
• Ability to work independently and take ownership of technical issues.

Desirable Skills

• Microsoft Power Platform, particularly Power Automate.
• Microsoft Fabric and SQL.
• Azure or AWS cloud experience.
• ITIL knowledge or certification.
• Experience with application lifecycle management, licence optimisation and supplier SLAs.
• Experience supporting applications within education, healthcare or social care environments.

Skills

• Application Support
• ITIL
• Azure
• Active Directory
• SaaS