Applications Support Engineer

Serco; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking an Application Support Engineer to manage and support critical applications for Citizen Services. The role involves working with various Microsoft platforms and ensuring effective service delivery while collaborating with internal teams and external partners. This position offers competitive salary, career development opportunities, and a supportive work environment.

Benefits

25 days annual leave plus bank holidays

Annual leave purchase scheme

Up to 6% contributory pension scheme

Flexible working options

Free onsite parking

Serco discounts on various services

Employee Assistance Programme

Health Cash Plans

Career development training

Safe and supportive culture

Qualifications

• Proven experience supporting CRM and line-of-business systems.
• Strong technical knowledge of Microsoft platforms.
• Experience in a fast-paced IT environment.

Responsibilities

• Monitor and manage support tickets via ServiceNow.
• Coordinate with third-party suppliers to resolve queries.
• Plan and implement software upgrades.

Skills

CRM support

M365

D365

Power BI

Power Automate

Power Apps

Problem-solving

Communication

Job description

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Competitive Salary + Aligned company benefits

About us

At Serco, we unite the right people, technology, and partners to solve some of the world's most pressing and complex challenges. From defence and space to healthcare, justice, transport and beyond, our UK operations deliver critical services across government sectors—driven by expertise in service design, programme management, engineering, and more.

About the role

As an Application Support Engineer, you’ll play a key role in the day-to-day support and administration of a diverse portfolio of business-critical applications, primarily serving Citizen Services across Serco. These include services in Employment, Skills and Training, Local Government, Northern Ireland Direct, Regulated Services, Central Government, and Contact Centres.

You’ll be responsible for supporting a mix of on-premises, SaaS, and Microsoft cloud-based platforms, including Azure, Dynamics 365, Microsoft 365, and the Power Platform. Working closely with both internal teams and external supply chain partners, you’ll ensure smooth and effective delivery of application services, resolving issues and enabling continuous improvement across a complex and evolving technology landscape.

Key Accountabilities

• Monitor and manage support tickets via the ServiceNow ITSM platform, ensuring SLAs are met and customer expectations are maintained.
• Coordinate and liaise with third-party suppliers to resolve support queries, ensuring timely updates and clear communication with customers.
• Plan, schedule, and implement software upgrades and changes—including out-of-hours work where required—developing and executing test plans as needed.
• Deliver bespoke configuration, development, and enhancement work in response to customer requirements.
• Support and contribute to customer projects and new business initiatives, offering application expertise and technical input as needed.
• Develop and maintain team documentation, including procedures, manuals, and knowledge articles to support continuous improvement.
• Identify service improvement opportunities, proactively reduce demand, and work collaboratively with customer teams to resolve issues and drive efficiency.

Skills & Experience

· Proven experience supporting CRM and line-of-business systems, including minor development and configuration tasks.

· Strong technical knowledge of M365, D365, Power BI, Power Automate, and Power Apps.

· Experience working in a fast-paced IT environment with the ability to manage competing priorities effectively.

· Skilled in coordinating and managing multiple workstreams with minimal supervision.

· Demonstrated ability to identify and solve complex problems, with a proactive and analytical approach.

· Confident in escalating and engaging appropriate support levels to resolve issues efficiently.

· Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical stakeholders.

· Capable of building trusted, collaborative relationships with internal teams and external clients to deliver valued support and guidance.

Why Serco:

Serco’s purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

· 25 days annual leave plus bank holidays.

· Annual leave purchase scheme.

· Up to 6% contributory pension scheme

· Flexible working options.

· Free onsite parking.

· Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.

· A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.

· A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.

· A safe and supportive culture.

· A company passionate about diversity and inclusion.