Applications Support Analyst

Practice Group / Department:

IT/Application SupportJob Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. 

The Team

The Application Support team provides second- and third-line support across the entire EMEA Application estate at Norton Rose Fulbright. The team reports into the Application Support Manager and are responsible for all aspects pertaining to maintenance of the estate from ticket resolution to minor upgrades and patching. Quality of service delivery & support is key, as is a knowledge of application development/integration and an appreciation of infrastructure design within a legal framework / architecture. Strong problem-solving skills, customer engagement and a pragmatic approach will be required to be successful in this role.

The Role

• Working within a team to provide second and third line support and resolution for incidents and problems within an ITIL framework.

• Collaborate with application development teams to ensure supportable solution delivery and quality assure systems as they move from development into test and live.
• Collaborate with project delivery teams to ensure adequate support models are in place for new applications or products delivered.

• Work as part of a team to deliver projects to improve systems manageability & supportability (in house & 3rd party) within the Change Management delivery process.

• Participate in DR invocation and testing and provide maintenance and monitoring of DR / BCP readiness.
• Creation of technical documentation and facilitation of hand-over for development projects
• Monitor and report on system performance feeding into capacity planning and application development.
• Escalate and manage incidents with suppliers - building effective service relations with suppliers.
• Provide an escalation point for application issues.
• Implement monitoring and maintain data processing and data feeds between systems.
• The ability to learn and support current and new systems quickly and effectively.
• This is a hybrid role based from the Newcastle office and WFH
• Must be able to travel to the Newcastle and London offices when required.
• Rotational standby 24/7 with the applications team is optional.

Skills and Experience Required

• Experience of supporting and maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies.
• Experience of supporting key technologies and critical systems.
• Experience of implementing, customising, and supporting third party systems including managing suppliers to delivery.
• Experience of specifying, building, and configuring servers to host the various layers in an enterprise application framework (On-site and Cloud Based (Azure)).
• Experience in application vulnerability monitoring and patching.
• Ability to proactively recommend and implement alternative working practices.
• Comfortable managing both project delivery and allocated tickets effectively within the team.
• Awareness of structured development, analysis & project management methods (SDLC, Prince, DSDM, UML etc.
• Core technical skills to include T-SQL & Powershell.
• Excellent troubleshooting, problem solving & delivery skills coupled with a good understanding of ITIL support processes.
• Excellent written and verbal communication.
• A proactive outlook to problem solving. 
• Proactive and Flexible, team player.
• Ability to organise and plan work independently.

Experience of supporting some or all of the software solutions in the legal sector:

• nQ Billback and Print / Scan solutions or equivalent enterprise solutions
• Bighand Workflow or equivalent enterprise dictation systems
• Finance systems e.g. CCH Central, CCH Tagetik, Sage Accounting, Sage Payroll, Landscape
• InterAction
• HighQ client collaboration
• Learning management: Cornerstone
• Workday for HR
• Active Directory and Entra ID
• Microsoft 365
• Microsoft Azure
• Objective Manager
• Snapcomms
• Smartbatch
• Language Weaver
• iManage, on-premises and cloud
• Intapp, Open, Flow and Walls
• Docusign or other signature platforms
• Database management utilising SQL Administration Studio and SQL scripting

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. 
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.