SaaS Application Support Specialist

Jobtailor; Wolverhampton; On-site; GBP 25,000 - 38,000; Full time

Job summary

Jobtailor in Wolverhampton is seeking an IT/Application Support specialist to provide first and second line support across business applications and SaaS tools. You will manage user access, licensing, and basic configurations while triaging issues and escalating when needed.

Responsibilities include onboarding/offboarding, maintaining tool records, and collaborating with vendors. You will also assist with SQL queries, documentation, and tool evaluations for improvement.

Qualifications

• Some experience in an IT support, application support, or SaaS administration role - or a strong desire to build on early experience
• Comfortable learning new software tools quickly and working across multiple platforms at once
• Good understanding of how SaaS applications work - user management, configuration, integrations
• Basic SQL or data query skills - enough to look up records, check data, and support troubleshooting
• Strong attention to detail and a methodical approach to problem-solving
• Clear and confident communicator - able to explain technical issues in plain language
• Organised and reliable, with good time management across competing priorities
• Collaborative and positive - comfortable working as part of a small team

Responsibilities

• Provide first and second line support across a range of business applications and SaaS tools
• Manage user access, licensing, and basic configuration for point solution platforms
• Triage and resolve application issues, escalating to vendors or senior team members where needed
• Monitor application health and flag recurring issues or risks
• Support onboarding and offboarding of users across the application estate
• Take day-to-day ownership of smaller SaaS and point solution tools used across the business
• Liaise with software vendors on support requests, renewals, and basic configuration queries
• Keep a clear record of what tools are in use, who owns them, and how they're configured
• Help evaluate new tools when the business needs them - gathering requirements, running demos, and feeding back findings
• Assist with user administration and routine tasks on Salesforce, IFS ERP, Five9, Dotdigital, and Qualtrics
• Support testing and validation during system updates or changes
• Help with data queries and basic reporting using SQL or platform-native tools
• Keep documentation current - user guides, process notes, system configs
• Be a reliable first point of contact for application queries from business users
• Communicate clearly on issue status, workarounds, and resolutions
• Support training and adoption when new tools or features are introduced
• Build good working relationships across teams so users feel supported
• Spot recurring issues and suggest fixes rather than just resolving tickets
• Contribute to documentation and knowledge base articles to reduce repeat queries
• Bring a tidy, organised approach to managing the application landscape

Skills

SaaS Administration

User Management

Basic SQL Skills

Application Support

Clear Communication

Organizational Skills

Time Management

Collaboration

Education

Experience in IT support or SaaS administration

Tools

Salesforce

IFS ERP

Five9

Dotdigital

Qualtrics

Job description

Jobtailor in Wolverhampton is seeking an IT/Application Support specialist to provide first and second line support across business applications and SaaS tools. You will manage user access, licensing, and basic configurations while triaging issues and escalating when needed.

Responsibilities include onboarding/offboarding, maintaining tool records, and collaborating with vendors. You will also assist with SQL queries, documentation, and tool evaluations for improvement.