Senior Analyst: Application Support

Practice Group / Department

IT Regional
- Project & Program Management
- London

Norton Rose Fulbright is a global law firm with more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We provide the world's preeminent corporations and financial institutions with a full business law service. With over 50 offices and 7,000 employees worldwide, our culture is the thread that connects us, as well as our values of unity, quality and integrity.

Our strategy and culture are connected – defined by shared ambition, global collaboration and a one-team mindset. We believe pioneering work happens when people are empowered to think beyond boundaries, explore new opportunities and grow through diverse experiences. Alongside the right skills and experience, we look for people who are innovative, commercially minded, and motivated by the impact of the work they do – ready to share in our ambition and help shape what comes next.

Because while individuals can do well, together we achieve something extraordinary.

The Finance Systems Team is responsible for supporting the core EMEA finance system (Aderant Sierra), including time, billing, expenses, vendors, tax and reporting. We are seeking a Senior Application Support Analyst, with Aderant and Finance Operations experience, to join our EMEA team. This is a key role in supporting the day‑to‑day function of the firm's EMEA finance systems and will provide essential assistance to finance operations and other system users, including senior stakeholders in the firm.

This will include delivery of ongoing system and process improvement and testing and support for new users.

• User Support: support application users, and respond to queries and requests from fee earners, secretaries and finance operations staff.
• Troubleshooting and Root Cause Analysis: identify, analyse and resolve application problems, and minimise errors and downtime.
• Work with third‑party support providers, IT and finance operations to resolve logged issues.
• Application Support: lead the provision of advanced technical support for financial systems, their SQL environment(s) and related customisations and integrations, and oversee running of regular systems routines such as month/year end processing.
• Systems Configuration and Administration: configure system enhancements and customisations in line with user requirements and act as an administrator for Aderant Expert, iTimekeep and Bill Blast to ensure the systems are available and meet business needs.
• Continuous Improvement: understand user requirements and requests, identify opportunities for system enhancements and work with teams to analyse, develop, test and implement changes.
• Improve and develop procedures and processes for all stakeholders.
• Mentorship: coach junior team members and provide technical guidance to improve team capabilities.

We are seeking a confident, proactive, and solutions‑oriented individual with experience working with financial systems and finance operations. Must be able to communicate effectively with a range of stakeholders at all levels across the business, including for challenging and awkward systems issues and stakeholder requests. Must also have the following skills and experience:

• Ideally degree educated and/or 5+ years of experience in similar roles.
• Excellent customer/user service abilities, demonstrated by resolving complex user issues and working with challenging customers.
• Deep technical and/or application support experience and/or expertise in finance practice management systems (FPMS).
• Advanced SQL proficiency, as well as the ability to run queries unsupervised.
• Experience working within structured ITSM frameworks, such as ITIL.
• Experience with in a large, global law firm or other professional services environment.
• Familiarity with core finance processes (general ledger, accounts payable, accounts receivable, budgeting, forecasting, reporting) ideal.
• Solutions‑orientated and proactive approach to work.
• Willingness to upskill on the job through internal and…