Application Support Analyst

Contract Type: Contract / Rolling Contract

Working Pattern: Hybrid (remote working with occasional office/site attendance as required)

Location: Birmingham, UK

JLL are looking for an experienced Application Support Analyst – CAFM (MRI Concept/Evolution or similar) to join our Software Solutions team on an initial contract basis, with potential for extension.

This is a key role within the JLL Work Dynamics UK&I Applications Support function, providing day-to-day ownership of assigned support activities across our MRI Concept/Evolution CAFM estate.

Working alongside the Senior Application Support Analyst – CAFM, you will help maintain the stability and effectiveness of the CAFM platform by resolving incidents, managing system configuration, supporting users, and contributing to improvements across the service.

The successful candidate will understand how CAFM systems support facilities management operations, with hands‑on MRI Concept/Evolution experience desirable but not essential. You will combine practical system knowledge with strong problem‑solving skills to deliver reliable support within a complex FM environment.

This role would suit someone who enjoys working with business systems, investigating issues, improving processes, and developing their CAFM expertise within a specialist Applications Support team.

UK&I operates MRI Concept/Evolution as a core CAFM platform across a number of long‑term PFI and PAM FM contracts.

The system supports key facilities management activities including:

• Planned Preventative Maintenance (PPM)
• Asset management
• Reactive maintenance
• Work order management
• Compliance monitoring
• Operational and management reporting

The CAFM estate integrates with connected systems including Attain and other business platforms.

The successful candidate will work closely with the Senior Application Support Analyst – CAFM, operational teams, technical teams, and software vendors to ensure the CAFM platform continues to meet business requirements.

• Manage and resolve Service Now incidents and service requests relating to MRI Concept/Evolution.
• Investigate and resolve CAFM issues affecting operational teams, contract teams, and site engineers.
• Take ownership of assigned tickets through to resolution.
• Provide effective guidance and support to CAFM users across JLL Work Dynamics UK&I.
• Escalate complex technical or configuration issues to the Senior Application Support Analyst where appropriate.
• Maintain and update CAFM configuration including: PPM schedules, maintenance frequencies, asset records, job plans, work order structures, user records, system settings
• Ensure CAFM information remains accurate and aligned with operational requirements.
• Identify recurring issues and contribute to service improvements.

• Run standard and ad hoc MRI Concept/Evolution reports.
• Provide information to support operational, compliance, and contract reporting requirements.
• Extract and review CAFM data.
• Support data cleansing, validation, and reconciliation activities.
• Identify data issues and work with relevant stakeholders to resolve them.
• Help maintain confidence in CAFM information.

Working alongside the Senior Application Support Analyst, you will:

• Support testing between MRI Concept/Evolution and connected systems.
• Assist with troubleshooting interface and synchronisation issues.
• Maintain relevant documentation for system processes and changes.
• Support validation of releases, enhancements, and configuration changes.
• Assist with CAFM setup, configuration, and data preparation.
• Support data migration and validation activities.
• Participate in User Acceptance Testing.
• Record system changes…