Dec
14
Apps Support Lead
December 14, 2022 | Comments Off on Apps Support Lead
We want to ensure our recruitment process is accessible to all. If you need the application form in an alternative format or you would like to know more about our recruitment process, please get in touch.
Hybrid working: 1-2 days based in the Dartford Office - Talk to us about flexible, dynamic, job share and part time working options.
Are you an experienced Application Support Team Lead? Are you seeking your next challenge where you will be involved in a mix of business-as-usual service requests alongside project work, acting as a subject matter expert to help deliver new business systems to our customers?
Are you keen to partner with business units to understand business processes and how the applications help meet the desired outcomes? Are you confident to support IT services delivered to users within an organisation, enabling the required operational processes needed for the business to be successful?
If so, you may be a strong fit for this position, as we are seeking an individual in this role who will partner with the service desk, business change and other operational teams (regional and global) to ensure the best service is delivered by our business applications for our customers.
What will the role look like?
- Act as a Team Lead for business applications and ERP applications such as COINS.
- Responsible for Level 3 support and team lead role on assigned applications, following agreed ITSM processes and logging all activity with the ITSM tool. (ServiceNow)
- Accountable for escalating incident tickets to L4 resources and handed over with enough information to effectively resolve them and keeping the customer informed of progress.
- Engage with the business to ensure applications are meeting requirements.
- Report on Application Health and analyse results to create action plans to deliver Continual Service Improvement (CSI).
- Manage vendor and partners to ensure they continue to deliver value to LOR and are aligned to our requirements.
- Contribute to the analysis and coordination of end-user requests for software improvements; evaluate and design the most appropriate resolution for improvements, including developing software-based solutions where there is no commercial software available to meet the needs of the Company and users.
- Responsible for representing all changes (fixes & enhancements) at the correct Change Advisory Board and following the agreed Change Management Process.
- Share knowledge, provide guidance, and give subject matter advice to business units, managers, and project teams, contributing to the effective formulation and implementation of business software applications and associated processes. This will ensure the appropriate technology is employed to support Company activities and objectives.
- To collaborate with global peers to share best practice, application knowledge and to work through problems utilising the knowledge and capacity in other regions.
- Maintain current knowledge of a broad spectrum of application developments, developments in business application software to identify a variety of possible solutions and to ensure proposed solutions for the company are in line with industry best practice.
- Work with organisational leaders to create an action-based culture around knowledge management, continuous improvement, and accountability.
What are the Desired Capabilities & Behaviours?:
- Knowledge of applications used within the Construction industry
- Demonstrable experience of supporting COINS ERP
- Hands-on application support and team management
- Strong team building and management experience
- Ability to work independently with minimal guidance
- Experience with troubleshooting complex technical issues
- Appreciation of contemporary methods of content creation and delivery
- A passion for identifying and optimising workflows
- Excellent communication skills, written and verbal
- Experience of the whole project life cycle
- Proficient in the use of Microsoft 365
- Good analytical skills, especially with end user devices
- A basic understanding of Change Management within businesses
What skills & experience are we looking for?
- Relevant tertiary qualifications in Information Technology.
- Knowledge of the construction and/or property industries, and relevant country, regional and global legislation.
Don't match all the criteria? We are open and always happy to hear from people with transferable skill sets and a commitment to learning.
About us:
We are an international engineering and construction company delivering state-of-the-art infrastructure and buildings projects for clients in the UK, Middle East and Australia.
Certainty, reliability, quality - this is what our clients want. And at Laing O'Rourke, we have more than 150 years of experience delivering it.
Laing O'Rourke's story is one of energy, passion, ambition, people and teamwork. We harness the power of our experience, stretching back over a century and a half to deliver certainty for our clients.
As part of the Disability Confident scheme, we would like to enable access to candidates with long term health conditions and disabilities through the 'Offer an interview scheme'. This supports applicants that meet the essential criteria by offering an interview for the advertised position. Please let us know prior to interview what adjustments are required as well as discussing how we can support you in the workplace.