Sr. Consultant- Document Publishing COTS applications

Avance Consulting Europe Limited; Stevenage; On-site; GBP 40,000 - 62,000; Full time

Job summary

Avance Consulting Europe Limited in Stevenage, UK, is seeking a skilled L2/L3 Support Engineer to provide advanced AMS across enterprise IT systems and COTS applications. The role focuses on incident resolution, platform administration, and SLA-driven support.

The successful candidate will act as an escalation point, coordinating with vendors, infrastructure teams, and application owners to maintain reliable operations, with strong ITIL/ITSM, CMDB practices, and reporting capabilities.

Qualifications

• AMS experience in managed services or enterprise support.
• ITIL-aligned incident, problem, change, release, service request, and configuration management processes.
• Hands-on AMS/application support for enterprise applications.
• Experience with multiple COTS/business applications and related tools.
• XSLT and XML knowledge preferred.
• Document publishing workflow knowledge; Aerospace documentation experience is a plus.
• Strong troubleshooting across application, interface, data, access, configuration and environment issues.
• Familiar with ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, and dashboards.
• Ability to analyze logs and coordinate with infrastructure, database and security teams.
• Experience working with onsite, offshore and third-party teams in a structured support model.

Responsibilities

• Provide L2/L3 AMS support for multiple COTS and enterprise applications.
• Triage, diagnose, and resolve incidents; communicate status to users and stakeholders.
• Perform root cause analysis for recurring incidents and document findings.
• Support service requests including access, configuration, data updates and maintenance.
• Coordinate change and release activities with CAB and deployment validation.
• Maintain operation docs: SOPs, runbooks, knowledge articles, handover artefacts.
• Collaborate with vendors, Service Desk, infra, security and business teams.
• Support monitoring, health checks, patching, and license reporting.
• Contribute to service improvements through trends and automation.
• Work with cross-functional teams to ensure SLA adherence and service continuity.

Skills

AMS support

ITIL/ITSM

COTS application support

Troubleshooting

ITSM tools/CMDB

Log analysis

Tools

Boeing Spectrum Publisher Inmedius

RWS XPP

TrilogiView

TrilogiBuild

MediaWiki

Job description

Role – L2/L3 Support Engineer, Document Publishing COTS applications

Technology – ITIL, ITSM/ticketing tools, CMDB practices,

Location – Stevenage, UK

Duration - Permanent

Job Summary

We are seeking a highly skilled L2/L3 Support Engineer to provide advanced application and platform support across enterprise IT systems and business-critical applications. The role is responsible for incident resolution, service improvement, platform administration, and technical troubleshooting while ensuring high availability, performance, and user satisfaction.

The successful candidate will act as an escalation point for complex technical issues, working closely with business stakeholders, vendors, infrastructure teams, and application owners to maintain and enhance operational support services. The role requires strong knowledge of ITIL/ITSM processes, CMDB management, application administration, and reporting platforms, with a focus on delivering reliable and efficient support within SLA commitments.

Location & Security Requirements

• Candidates who have previously held Security Check (SC) Clearance or are eligible to obtain SC Clearance will be preferred.
• Should be based within reasonable commuting distance of Stevenage, United Kingdom, or be willing to travel regularly to the Stevenage office/customer site as required.
• Key Responsibilities
• Provide L2/L3 AMS support across multiple COTS and enterprise applications, ensuring service continuity, SLA adherence and high-quality resolution outcomes.
• Triage, diagnose and resolve incidents; provide workarounds where permanent fixes require change, and maintain clear communication with users and stakeholders throughout the ticket lifecycle.
• Perform root cause analysis for recurring/major incidents, document findings, maintain known error records and implement preventive actions through problem management.
• Support service requests covering access, configuration, data updates, application housekeeping and catalogue-driven fulfilment.
• Coordinate change and release activities including impact assessment, RFC creation, CAB support, deployment validation, back-out planning and post-implementation checks.
• Maintain operational documentation including SOPs, runbooks, knowledge articles, support models, configuration records and handover artefacts.
• Work closely with product vendors, third-party suppliers, Service Desk, infrastructure, security and business teams to manage dependencies and restoration paths.
• Support monitoring, health checks, certificate/service account tracking, vulnerability remediation, patching coordination and license/renewal reporting where applicable.
• Contribute to service improvement through trend analysis, automation opportunities, backlog reduction, knowledge reuse and operational reporting.

Required Skills/Experience:

• Application Management Services (AMS) experience in a managed services or enterprise support environment.
• Understanding of ITIL-aligned incident, problem, change, release, service request, configuration and knowledge management processes.
• relevant IT experience, including hands-on AMS/application support for enterprise applications.
• Experience supporting multiple COTS/business applications; exposure to multiple tools such as Boeing Spectrum Publisher Inmedius, RWS XPP, TrilogiView, TrilogiBuild, MediaWiki or similar is preferred.
• XSLT and XML technology knowledge is preferred.
• Document publishing workflow knowledge and Aerospace documentation experience are good to have
• Strong troubleshooting skills across application, interface, data, access, configuration and environment issues.
• Working knowledge of ITSM/ticketing tools, CMDB practices, SLA/KPI reporting, dashboarding and operational governance.
• Ability to analyse logs, coordinate with infrastructure/database/security teams and manage dependencies with product vendors.
• Good understanding of patching, vulnerability remediation, application maintenance, certificate tracking and service account governance.
• Basic SQL/database understanding and awareness of integrations, APIs, job scheduling, file transfers and application interfaces.
• Experience working with onsite, offshore and third-party teams in a structured support model.