IT Applications Support Technician

As Osborne Clarke continues to invest in its technology platforms and business applications, we are expanding our IT function to ensure we deliver robust, responsive support to our lawyers and business services teams. To support this strategy, we are looking to appoint an IT Applications Support Technician to join our IT Applications Delivery team in Bristol.

This is a permanent position based in our Bristol office, working 35 hours per week (9:00–17:00), with flexibility to work out of hours to perform critical system upgrades and participate in an out-of-hours escalation rota.

The Applications Support Technician will sit within our IT Applications Delivery team and will provide operational and technical support across a broad range of business applications, including document management, practice management (finance), CRM, HR and specialist legal tools. You will work closely with colleagues across the Global IT function, infrastructure teams, external suppliers and internal users at all levels to ensure the smooth delivery and ongoing performance of our software services.

A key focus of the role is to investigate and resolve application issues efficiently, while actively contributing to knowledge sharing and process improvement within IT. Alongside your business‑as‑usual support responsibilities, you will also assist with project work, playing an active role in the implementation, rollout and enhancement of major systems.

Application Support & Service Delivery

• Provide professional, advanced support for enterprise‑level business applications, ensuring issues are investigated, managed and resolved as efficiently as possible.
• Support a broad portfolio of systems including document management, practice management (finance), CRM, HR, legal forms, digital dictation, time recording and other specialist legal applications.
• Take full ownership of application support tasks and related processes, ensuring high standards of service and adherence to information security best practice.
• Assist in the maintenance and use of tools to monitor application performance and availability.
• Proactively suggest improvements to application configuration and use, helping to optimise systems for the firm.

Knowledge Management & Continuous Improvement

• Create and maintain clear documentation and knowledge base articles to support consistent, efficient incident resolution.
• Promote knowledge sharing initiatives and contribute to the development of an ITIL‑aligned knowledge management system.
• Contribute to the continuous review and improvement of IT and business processes, supporting service improvements and best practice.

Collaboration & Stakeholder Management

• Provide professional support and excellent customer service to fee earners, support staff and business services colleagues, ensuring they are kept informed of progress on their requests.
• Develop relationships with internal legal clients and IT colleagues, acting as a trusted point of contact on the applications for which the team is responsible.

Project Support & Personal Development

• Contribute to project‑based work on major systems from both an advisory and technical implementation perspective, operating as a key IT participant in various projects.
• Assist colleagues during periods of high demand to ensure the efficient operation of the Application Support service.
• Actively manage your own training and development, identifying and pursuing suitable development opportunities to broaden your technical and professional skills.

• Experience of providing advanced support for enterprise‑level applications, ideally within the legal sector or another professional services environment.
• Strong technical experience with core desktop and productivity tools, ideally Microsoft Windows 11 and Microsoft 365 (including Word, Excel, PowerPoint, Outlook and Teams).
• Hands‑on experience of line‑of‑business systems such as:
  • Document Management Systems (ideally iManage Work / iManage Cloud)
  • Incident/helpdesk management tools (e.g. Ivanti Service Manager, Service Now or similar ITSM platforms)
  • Practice Management Systems (e.g. Elite 3E or equivalent legal PMS)
  • CRM…