Business Systems Support Engineer

Salary: £60,000 - 90,000 per year

• We require at least 2 years of experience supporting business applications, systems, or web-based platforms within a regulated environment.
• We need strong troubleshooting capability across technical, functional, and data-related issues.
• We require experience using Service Now, Jira, or similar ITSM/ticketing tools.
• We need an understanding of system integrations, data flows, and production support environments.
• We require experience managing incidents, escalations, and complex ticket workflows.
• We need the ability to investigate defects, replicate issues, and support resolution through to closure.
• We require experience maintaining support documentation, knowledge articles, and user guidance.
• We need an understanding of UAT, release validation, audit trails, and role-based access controls.
• We require familiarity with SOPs, compliance controls, and structured support processes.
• We value previous support experience within life sciences, clinical technology, or another highly regulated sector.
• We value exposure to IAM, MFA, RBAC, and access governance.
• We value experience with configuration management or low-code platforms.
• We value automation or scripting exposure using Python or Bash.
• We value experience improving Service Now workflows, support playbooks, or knowledge management processes.
• We value exposure to integrations, data validation, and system release processes.
• We value previous experience mentoring colleagues, managing escalations, or coordinating workloads.
• We need strong communication skills with the ability to work effectively with technical teams and end users.
• We need the ability to manage multiple priorities in a fast-paced, global support environment.
• We need the ability to work independently while collaborating closely with offshore and distributed teams.
• We need comfort participating in an on-call support model where required.

• We provide advanced application support, resolving escalated technical and functional issues.
• We investigate system behaviour, replicate defects, and support root-cause analysis.
• We validate workflows, support data corrections, and troubleshoot system or process issues.
• We manage and prioritise support tickets, ensuring timely updates and accurate documentation.
• We carry out ticket ageing reviews, proactive follow-ups, and structured handovers across global teams.
• We work closely with application owners, SMEs, developers, and support colleagues to resolve defects.
• We provide direct guidance to users experiencing more complex system issues.
• We communicate clearly on ticket ownership, progress, and expected resolution timelines.
• We maintain knowledge articles, support documentation, process guides, and reporting records.
• We contribute to continuous improvement across support processes, documentation, and service delivery.

• Bash
• IAM
• Support
• ITSM
• JIRA
• Python
• RBAC
• Service Now
• Web

We are a global technology support function seeking a Business Systems Support Engineer to support a business-critical, web-based platform in a regulated environment. This is a hybrid role based in Wrexham, Wales, with 3-5 days onsite, working Monday to Friday, 8:00am-5:00pm UK time, on an inside IR35 contract. The role sits between first-line support, application owners, and development teams, and is focused on improving system stability, user experience, and our overall support model.

We value proactive support professionals who can get beyond basic ticket resolution, communicate clearly, and collaborate effectively across global and distributed teams.

last updated 26 week of 2026