Business Applications Specialist

As part of our continued investment in technology and business support services, we are creating a new role within the Digital Workplace team to help shape and mature the support model for the firm's core business applications. This is an exciting opportunity to become a key link between technology, business operations and third-party vendors, ensuring critical systems remain reliable, effective and aligned to the needs of our users.

As a Business Applications Specialist, you will act as a second-line specialist for a range of business-critical platforms, working alongside the Service Desk team to provide expert support, drive continuous improvement and help define how business applications are supported across the firm.

• Act as second line support for our internally developed IPMS, Aderant, Sage Intacct, SAP Concur, Kantata, Nintex K2 and iManage, resolving escalated tickets within agreed SLAs.
• Investigate and troubleshoot application-specific issues, liaising with product owners and vendor support teams where required.
• Administer user access, permissions and security groups within iManage, IPMS and finance systems, ensuring alignment with the firm's information security and ethical wall requirements.
• Maintain accurate technical documentation, knowledge base articles and process guides for supported applications, reducing reliance on tribal knowledge.
• Assist with testing and validation of application updates, patches and upgrades, and support UAT for any changes to core business systems.
• Identify recurring issues and contribute to problem management and root cause analysis, feeding improvements back to the Service Desk and vendors.
• Support the onboarding of new starters and configuration changes across business applications, working closely with Finance and other business services teams.
• Provide training and guidance to Service Desk Engineers and end users on core business applications to improve first-line resolution rates.
• Support project work relating to business application enhancements, migrations, or new module rollouts, working alongside the wider Digital Workplace and Business Services teams.
• Liaise with third-party vendors and support partners for Aderant, Sage Intacct, SAP Concur, Kantata, iManage, Nintex K2 and IPMS to log, track and resolve support cases.

• Experience with at least one core practice management, finance, or document management system (e.g. Aderant, iManage, or an IPMS/case management platform).
• Proven experience supporting business-critical applications in a second line or applications support capacity, ideally within a professional services or legal environment.
• Understanding of workflow automation concepts and tools (e.g. Nintex, K2, Power Automate)
• Strong troubleshooting and diagnostic skills, with the ability to investigate data and integration issues across multiple connected systems.
• Clear and professional communication skills, able to explain technical issues to non-technical stakeholders across Finance, Information/Records and fee earner teams.
• Ability to manage multiple concurrent tickets and projects while maintaining accuracy and attention to detail.
• Ability to follow ITIL-aligned processes for incident, request, problem and change management.
• Strong customer service focus, with a proactive and collaborative approach to problem-solving.

• Direct experience with Aderant, Sage Intacct, SAP Concur, Kantata, iManage, Nintex K2, or an IP/patent management system
• Experience with in a law firm or intellectual property practice.
• SQL or basic database querying skills for data investigation and reporting.
• Power Platform (Power Automate, Power BI) experience
• ITIL Foundation qualification.

Potter Clarkson LLP is one of the leading pan-European Intellectual Property law firms, with seven offices across the UK, Denmark, Sweden and Germany.

We offer clients a full IP service to support them in achieving their commercial objectives. We pride ourselves in the exceptional level of client care offered by our approachable and engaged team.

The firm is consistently ranked in the top tier of major legal guides, such as Legal 500 and MIP. We also hold three independent ISO accreditations which evidence our high level of environmental awareness, service provision and information security.

We are committed to promoting a healthy work-life balance, and supporting the wellbeing of all our people. We offer a wealth of health and wellbeing benefits and…