Application Support Specialist

Collinson Group; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Collinson Group is seeking an Application Support Specialist to provide technical and functional support for software applications and integrations, including JIRA, Confluence and GitHub across the organisation. The role ensures smooth operation, timely issue resolution within agreed SLAs and ongoing enhancement of supported systems.

You will collaborate with developers, product managers and end-users to deliver a reliable application experience, maintain SOPs and training, monitor performance

Qualifications

• Degree in Computer Science, IT or related discipline or equivalent experience.
• Experience with ITSM tools like JIRA and version control platforms like GitHub.
• Strong understanding of operating systems, databases and application architectures.
• Excellent written and verbal communication and customer-service orientation.
• Ability to troubleshoot using logs, diagnostics and scripts.

Responsibilities

• Provide direct support for software applications by troubleshooting and resolving user enquiries.
• Monitor application performance and ensure systems are running optimally.
• Work closely with software developers, system administrators and end-users to facilitate smooth operations and implement improvements.
• Maintain SOPs, user guides and application performance metrics.
• Conduct training sessions for users to enhance understanding of software applications and best practices.
• Identify and recommend system improvements, optimisations and enhancements.

Skills

Operating systems

Databases

Application architectures

SDLC processes

Troubleshooting

Communication

Customer service

Team collaboration

Adaptability

Education

Degree in Computer Science/IT or related field

Tools

JIRA

GitHub

Job description

Job Description

The Role

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.

Key Responsibilities

• Provide direct support for software applications by troubleshooting and resolving user enquiries.
• Monitor application performance and ensure systems are running optimally.
• Work closely with software developers, system administrators and end-users to facilitate smooth operations and implement improvements.
• Maintain SOPs, user guides and application performance metrics.
• Conduct training sessions for users to enhance understanding of software applications and best practices.
• Identify and recommend system improvements, optimisations and enhancements.

Knowledge, Skills and Behaviours

Essential

• 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.
• 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

• 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.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.