Applications Support Specialist

• Provide first and second line support across a range of business applications and SaaS tools
• Manage user access, licensing, and basic configuration for point solution platforms
• Triage and resolve application issues, escalating to vendors or senior team members where needed
• Monitor application health and flag recurring issues or risks
• Support onboarding and offboarding of users across the application estate
• Take day-to-day ownership of smaller SaaS and point solution tools used across the business
• Liaise with software vendors on support requests, renewals, and basic configuration queries
• Keep a clear record of what tools are in use, who owns them, and how they're configured
• Help evaluate new tools when the business needs them - gathering requirements, running demos, and feeding back findings
• Assist with user administration and routine tasks on Salesforce, IFS ERP, Five9, Dotdigital, and Qualtrics
• Support testing and validation during system updates or changes
• Help with data queries and basic reporting using SQL or platform-native tools
• Keep documentation current - user guides, process notes, system configs
• Be a reliable first point of contact for application queries from business users
• Communicate clearly on issue status, workarounds, and resolutions
• Support training and adoption when new tools or features are introduced
• Build good working relationships across teams so users feel supported
• Spot recurring issues and suggest fixes rather than just resolving tickets
• Contribute to documentation and knowledge base articles to reduce repeat queries
• Bring a tidy, organised approach to managing the application landscape

• Some experience in an IT support, application support, or SaaS administration role - or a strong desire to build on early experience
• Comfortable learning new software tools quickly and working across multiple platforms at once
• Good understanding of how SaaS applications work - user management, configuration, integrations
• Basic SQL or data query skills - enough to look up records, check data, and support troubleshooting
• Strong attention to detail and a methodical approach to problem-solving
• Clear and confident communicator - able to explain technical issues in plain language
• Organised and reliable, with good time management across competing priorities
• Collaborative and positive - comfortable working as part of a small team

Demonstrates proficiency in providing first and second line support for SaaS applications, managing user access, and performing basic configurations. Capable of troubleshooting application issues, maintaining documentation, and supporting user onboarding and offboarding processes.

• SaaS Administration
• User Management
• Basic SQL Skills
• Application Support
• Clear Communication

• SaaS Applications
• User Access Management
• Basic Configuration
• SQL
• Data Querying

• Attention to Detail
• Problem-Solving
• Organizational Skills
• Collaboration
• Time Management

• Application Support
• User Onboarding
• Documentation
• Vendor Liaison
• Troubleshooting

• Salesforce
• IFS ERP
• Five9
• Dotdigital
• Qualtrics