Analyst: Application Support

Norton Rose Fulbright LLP; City of Westminster; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

Norton Rose Fulbright LLP is seeking an Application Support Analyst to support the core EMEA finance system (Aderant Sierra) and related processes. The role focuses on user support, troubleshooting, and system improvements within a law firm environment.

The ideal candidate will have experience with Aderant and SQL/SSRS, a customer-service mindset, and a proactive approach to continuous improvement. A hybrid work model and on-going training are available to support career growth.

Qualifications

• Ideally degree educated and/or 3+ years in similar roles.
• Strong customer service skills and ability to resolve user issues.
• Familiarity with ITIL or structured ITSM processes.
• Experience with SQL queries and SSRS is a plus.
• Finance practice management systems familiarity is advantageous.
• Experience in a law firm or professional services environment is ideal.
• Willingness to upskill and adapt to changing requirements.

Responsibilities

• Support day-to-day operations of the EMEA finance systems.
• Assist with new user onboarding and ongoing system testing.
• Provide user support to fee earners, secretaries and finance staff.
• Troubleshoot issues, perform root cause analysis and coordinate with third party providers.
• Monitor SQL environment, run scripts and support month/year end processing.
• Administer Aderant Expert, iTimekeep and BillBlast to ensure availability.

Skills

Customer service

ITIL

Discretion & confidentiality

Problem solving

Team player

Proactivity

Education

Bachelor's degree or equivalent

Tools

SQL

SSRS

Aderant Expert

iTimekeep

BillBlast

Job description

The Finance Systems Team is responsible for supporting the core EMEA finance system (Aderant Sierra), including time, billing, expenses, vendors, tax and reporting. We are seeking an Application Support Analyst, ideally with Aderant and Finance Operations experience, to join our EMEA team.

Key responsibilities

• This is a key role in supporting the day-to-day function of the firm's EMEA finance systems and will provide essential assistance to finance operations and other system users.
• This will include support for new users and delivery of ongoing system and process improvement and testing.
• User Support: provide support to application users, and respond to queries and requests from fee earners, secretaries and finance operations staff.
• Troubleshooting and Root Cause Analysis: identify, analyse and resolve application problems, and work with others to minimise errors and downtime.
• Work with third party support providers, IT and finance operations to seek resolution to logged issues.
• Application Support: monitor and provide technical support for financial systems, their SQL environment(s) and related customisations and integrations, and help run regular systems routines such as month/year end processing.
• Create and execute SQL scripts and stored procedures.
• Systems Administration: act as an administrator for Aderant Expert, iTimekeep and BillBlast to ensure the systems are available and meet business needs.
• Continuous Improvement: understand user requirements and requests, identify opportunities for system enhancements and work with teams to analyse, develop, test and implement changes.
• Analyse workflows to improve and develop procedures and processes for all stakeholders.

Required skills and experience

• Ideally degree educated and/or 3+ years of experience in similar roles.
• Customer service abilities, demonstrated by resolving user issues.
• Some experience working within structured ITSM frameworks, such as ITIL.
• Experience working with SQL/SSRS is ideal, as well as the ability to run queries.
• Technical experience and/or expertise in finance practice management systems (FPMS) advantageous.
• Familiarity with core finance processes (general ledger, accounts payable, accounts receivable, budgeting, forecasting, reporting) advantageous.
• Experience within a law firm or other professional services environment ideal.
• Willingness to upskill on the job through internal and external training.
• Solutions-oriented and proactive approach to work.
• Able to demonstrate discretion, sensitivity and confidentiality.
• Team player - flexible and willing to take on extra responsibilities to support departmental or firm objectives.

We are seeking a confident, proactive, and solutions-oriented individual with experience working with financial systems and finance operations.

You will need to be able to communicate effectively with a range of stakeholders at all levels across the business.

#LI-JC1 #LI-Hybrid

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.

About Norton Rose Fulbright

Norton Rose Fulbright is a global law firm with more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We provide the world's preeminent corporations and financial institutions with a full business law service.

With over 50 offices and 7,000 employees worldwide, our culture is the thread that connects us, as well as our values of unity, quality and integrity. Our strategy and culture are connected - defined by shared ambition, global collaboration and a one-team mindset. We believe pioneering work happens when people are empowered to think beyond boundaries, explore new opportunities and grow through diverse experiences. Alongside the right skills and experience, we look for people who are innovative, commercially minded, and motivated by the impact of the work they do - ready to share in our ambition and help shape what comes next.

Because while individuals can do well, together we achieve something extraordinary.