Role Purpose
The Application Support Specialist provides technical and functional support for software applications and integrations, including (but not limited to) Legal Applications, JIRA, Confluence, and GitHub across the organisation.
The role ensures smooth operation, timely issue resolution within agreed SLAs, and ongoing enhancement of supported systems.
The role involves close collaboration with developers, product managers, service desk teams, and end-users to deliver a reliable and high-quality application experience.
Responsibilities
- Technical Support: Provide direct support for software applications by troubleshooting and resolving user enquiries.
- System Monitoring: Monitor application performance and ensure systems are running optimally.
- Collaboration: Work closely with software developers, system administrators, and end-users to facilitate smooth operations and implement improvements.
- Documentation: Maintain SOPs, user guides, and application performance metrics.
- Training: Conduct training sessions for users to enhance understanding of software applications and best practices.
- Continuous Improvement: Identify and recommend system improvements, optimisations, and enhancements.
- Manage and own Atlassian Cloud, GitHub Enterprise Cloud, and Azure DevOps tools.
- Collaborate with software developers, system administrators, and other stakeholders to implement and maintain a scalable and reliable DevOps tools infrastructure.
- Implement security best practices, including role-based access controls.
- Monitor tools’ license consumption and compliance.
- Stay up-to-date with industry trends and emerging technologies, assessing their potential impact and recommending adoption where appropriate.
Required Skills & Qualifications
- 3+ years as Atlassian Cloud, GitHub Enterprise Cloud, and Azure DevOps service owner.
- Degree in Computer Science, Information Technology, or a related discipline, or equivalent knowledge gained through substantial experience in application support or development.
- Understanding of operating systems, databases, and application architectures.
- Experience using ITSM tools (e.g., JIRA) and version control platforms (e.g., GitHub).
- Knowledge of SDLC processes and best practices.
- Ability to troubleshoot application issues using logs, diagnostic tools, and scripts.
Soft Skills
- Excellent written and verbal communication skills.
- Strong customer-service orientation.
- Effective problem-solving and analytical skills.
- Ability to work collaboratively across teams.
- Adaptability to handle multiple tasks and shifting priorities.
Desirable Skills
- Experience performing data fixes and routine back-end adjustments.
- Exposure to clinical or specialised business applications.
- Familiarity with software security, compliance standards, or regulated environments.
Equal Opportunity Employer
Collinson is an equal‑opportunity employer and welcomes differences in all their forms including colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our ongoing success.
We are focused on continually evolving our purpose-driven, high-performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight-led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
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