We have an exciting opportunity for an Application Support Engineer to join us on a day rate contract for approximately 6 months in our Bristol office.

Osborne Clarke is a leading International Legal Practice looking after a wide range of commercial clients such as Facebook and Vodafone. We are renowned for our unstuffy and supportive culture, encouraging all our people to make the most of their talent in a fast growing and exciting environment.

Our focussed strategy and positive working environment have been rewarded by many prestigious awards for career progression, management and culture, including being named Roll on Friday's 'Firm of the year' 2018.

The main purpose of the role is to provide operational and technical support to the users of business applications within Osborne Clarke, helping to ensure that the business benefits of these applications continue to be achieved throughout their lifetime and that the return on the firm's investments in technology are maximised.

The role involves the provision of technical support to all of our internal clients on a broad range of applications including Document Management, Practice Management (finance), Client Relationship Management (business development) and HR systems, and various specialised applications such as legal forms and digital dictation.

This role is full time, 9.00 - 5.00, with flexibility to work out of hours to perform critical system upgrades and meet deadlines as required.

Key responsibilities:

• Work in collaboration with suppliers, maintainers, and with other members of the Global IT team to ensure the smooth delivery of software services and products to the business and to investigate and manage through to resolution as efficiently as possible, any problems being experienced with live applications
• Be a primary resource for building knowledge through knowledge sharing initiatives, via documentation and knowledge base articles but also through dissemination direct to others across the IT function
• Assist with project work alongside Business As Usual support duties as assigned
• Building standing in the Applications Team by playing a full part in team activity, and developing relationships with the wider IT Team. This position requires the ability to capture and disseminate knowledge across the wider IT function, providing support to more junior members of the function but also to actively promote knowledge sharing initiatives and the development of an ITIL aligned knowledge management system
• Supporting initiatives and creating service improvements
• As a member of the IT Department, you will have a heightened awareness of the risks associated with elevated access permissions and Information Security and ensure that your actions are undertaken in line with the Information Security Policy and current best practice
• Provide professional support to Osborne Clarke Fee Earners, Support and Business Services so that our clients receive consistently excellent services
• Understand and adopt the principles of acting as a professional service provider
• Contribute to the continuous review and improvement of processes
• Promote a culture of mutual understanding through effective communication both within Business Services and Osborne Clarke in general
• Take full ownership of service / process around application support tasks, whilst assisting with knowledge sharing and transfer throughout the IT Team
• Any other duties that may be required to ensure the efficient operation of the Application Support service, including actively assisting colleagues in times of high demand

Key skills:

• Minimum 2 years direct work experience of providing advanced support for Enterprise Level Applications, with a strong preference for knowledge of applications focussed on the Legal Sector
• Have been involved in project based work of major systems both from advisory and also from a technical implementation and rollout perspective operated as a key IT player in various projects
• Strong time management, organisation and prioritisation skills, with the drive to exceed expectations set as part of a performance managed environment
• Strong interpersonal skills including written and oral communication, with the ability to negotiate both with internal customers and external suppliers
• High level of customer service skills, quickly and appropriately responding to requests and ensuring that colleagues and clients are kept up to date on progress

The minimum technical requirements for this position include hands-on knowledge and a high level of experience/expertise of the following classifications of systems:

• Core desktop and office systems – ideally Microsoft Windows 10 and Microsoft Office 2016
• Document Management Systems – ideally iManage Work
• Incident/helpdesk management systems – e.g. ivanti ServiceDesk
• Elite Enterprise:
• Elite Data model / SQL database knowledge
• Maintenance including GL Masking, control codes
• Extend Alerts
• Elite User Access
• Experience of upgrades
• Financial Reporting – including Business Objects, BigHand Quantum & PowerBI
• Contact Relationship Management systems – ideally LexisNexis InterAction
• Digital Dictation – BigHand
• Time Recording – e.g. Intapp Time
• Windows Server versions 2003, 2008R2, 2012, 2016
• Microsoft SQL Server (and T-SQL) 2005 and above
• A basic understanding of network systems is also required, including Active Directory, Microsoft Exchange and Remote Desktop Services (RDS)

Other desirable experience includes knowledge of:

• Case Management Systems – e.g. LexisNexis Visualfiles
• Online Data Rooms (such as HighQ Collaborate), and other SaaS solutions
• Word Document Template Management Systems
• Report writing methodologies – SQL Server Reporting Services and/or Business objects
• Knowledge of application integration via APIs and SQL
• An understanding of the concepts of Workflow
• ITIL best practice framework

At Osborne Clarke, we are known for our open and inclusive culture. We believe that by investing in the diversity and wellbeing of our people, we create an environment where everyone can thrive to be the best that they can be. This means recognising that our people have lives and commitments outside of work. We have invested in connected working for our people and, where possible, we will accommodate flexible working for all our roles.