Jobs at Servicenow in United Kingdom

Application Support Manager - Leicester Hybrid

About the Role

We are seeking a highly skilled and motivated Application Support Manager to lead a dynamic team responsible for the support, maintenance, and continuous improvement of business-critical applications. This role demands a hands-on professional with deep expertise in SQL, application testing, and a keen investigative mindset to diagnose and resolve complex technical issues. You'll play a pivotal role in ensuring application reliability, performance, and user satisfaction.

Key Responsibilities:

• Lead and manage the Application Support team in resolving incidents, service requests, and change requests.
• Serve as an escalation point for complex technical issues requiring in-depth analysis and resolution.
• Perform hands-on troubleshooting, root cause analysis, and issue resolution using SQL and system diagnostics tools.
• Design and execute test cases for application upgrades, patches, and new deployments, ensuring robust functionality.
• Collaborate with developers, QA, DevOps, and business stakeholders to ensure application stability and performance.
• Monitor application performance and proactively identify areas for improvement.
• Maintain and improve documentation for supported applications, processes, and troubleshooting guides.
• Drive continuous improvement in support processes, tools, and user experience.
• Ensure compliance with service level agreements (SLAs) and regulatory requirements.

Requirements:

• Proven experience (5+ years) in Application Support, with at least 2 years in a managerial or lead role.
• Strong hands-on experience with SQL for querying, troubleshooting, and data validation.
• Solid understanding of application testing methodologies, defect tracking, and release management.
• Demonstrated ability to investigate and resolve issues methodically and independently.
• Familiarity with incident management and ITSM tools (e.g., ServiceNow, JIRA).
• Experience working in Agile or DevOps environments is a plus.
• Excellent communication and leadership skills.
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Preferred Qualifications:

• Experience with enterprise systems such as ERP, CRM, or custom-built applications.
• Exposure to scripting languages or automation tools.
• Knowledge of cloud platforms (AWS, Azure) and integration technologies.

If this role sounds like your career move please click "APPLY" OR email lauren.hamer@oliverjames.com