As Osborne Clarke continues to invest in its technology platforms and business applications, we are expanding our IT function to ensure we deliver robust, responsive support to our lawyers and business services teams. To support this strategy, we are looking to appoint an IT Applications Support Technician to join our IT Applications Delivery team in Bristol.
This role will play a key part in maintaining and improving the firm’s core business applications, helping to maximise the return on our technology investment and ensuring our people can work efficiently and securely.
This is a permanent position based in our Bristol office, working 35 hours per week (9:00–17:00), with flexibility to work out of hours to perform critical system upgrades and participate in an out-of-hours escalation rota.
The role
The Applications Support Technician will sit within our IT Applications Delivery team and will provide operational and technical support across a broad range of business applications, including document management, practice management (finance), CRM, HR and specialist legal tools.
You will work closely with colleagues across the Global IT function, infrastructure teams, external suppliers and internal users at all levels to ensure the smooth delivery and ongoing performance of our software services. A key focus of the role is to investigate and resolve application issues efficiently, while actively contributing to knowledge sharing and process improvement within IT.
Alongside your business-as-usual support responsibilities, you will also assist with project work, playing an active role in the implementation, rollout and enhancement of major systems.
Key responsibilities
Application Support & Service Delivery
- Provide professional, advanced support for enterprise-level business applications, ensuring issues are investigated, managed and resolved as efficiently as possible.
- Support a broad portfolio of systems including document management, practice management (finance), CRM, HR, legal forms, digital dictation, time recording and other specialist legal applications.
- Take full ownership of application support tasks and related processes, ensuring high standards of service and adherence to information security best practice.
- Assist in the maintenance and use of tools to monitor application performance and availability.
- Proactively suggest improvements to application configuration and use, helping to optimise systems for the firm.
Knowledge Management & Continuous Improvement
- Create and maintain clear documentation and knowledge base articles to support consistent, efficient incident resolution.
- Promote knowledge sharing initiatives and contribute to the development of an ITIL-aligned knowledge management system.
Contribute to the continuous review and improvement of IT and business processes, supporting service improvements and best practice.
-
Collaboration & Stakeholder Management
- Provide professional support and excellent customer service to fee earners, support staff and business services colleagues, ensuring they are kept informed of progress on their requests.
Develop relationships with internal legal clients and IT colleagues, acting as a trusted point of contact on the applications for which the team is responsible.
-
Project Support & Personal Development
- Contribute to project-based work on major systems from both an advisory and technical implementation perspective, operating as a key IT participant in various projects.
- Assist colleagues during periods of high demand to ensure the efficient operation of the Application Support service.
- Actively manage your own training and development, identifying and pursuing suitable development opportunities to broaden your technical and professional skills.
We are looking for
- Experience of providing advanced support for enterprise-level applications, ideally within the legal sector or another professional services environment.
- Strong technical experience with core desktop and productivity tools, ideally Microsoft Windows 11 and Microsoft 365 (including Word, Excel, PowerPoint, Outlook and Teams).
- Hands-on experience of line-of-business systems such as:
- Document Management Systems (ideally iManage Work / iManage Cloud)
- Incident/helpdesk management tools (e.g. Ivanti Service Manager, ServiceNow or similar ITSM platforms)
- Practice Management Systems (e.g. Elite 3E or equivalent legal PMS)
- CRM platforms (e.g. LexisNexis InterAction, Microsoft Dynamics 365 or equivalent)
- Digital dictation and speech productivity tools (e.g. BigHand or equivalent)
- Time recording solutions (e.g. Intapp Time or similar)
- Experience with infrastructure and database technologies, including:
- Recent versions of Microsoft Windows Server
- Microsoft SQL Server (2016 or above) and T-SQL
- Core network and infrastructure services, such as Active Directory / Azure Active Directory (Entra ID), Microsoft Exchange / Exchange Online, and remote access technologies (e.g. RDS, VDI and/or Windows 365).
Desirable exposure to:
- Case Management Systems (e.g. LexisNexis Visualfiles or other legal CMS)
- Online data rooms and collaboration tools (e.g. HighQ Collaborate, SharePoint Online or similar SaaS platforms)
- Document template management and document automation tools
- Reporting and analytics tools (e.g. SQL Server Reporting Services (SSRS), Power BI or similar)
- Application integration using APIs and SQL, including RESTful services and data integration tools
- Workflow and process automation concepts (e.g. BPM engines or low-code platforms).
- Strong time management, organisation and prioritisation skills, with the drive to exceed expectations in a performance-managed environment.
- Excellent interpersonal and communication skills (written and oral), with the ability to negotiate and collaborate effectively with internal customers and external suppliers.
- A high level of customer service, responding quickly and appropriately to requests and keeping colleagues and clients updated on progress.
- The ability to troubleshoot a wide range of applications in depth, working effectively with existing support agreements and supplier relationships.
- Familiarity with the ITIL best practice framework for IT service management.
- A proactive, collaborative approach, with a willingness to contribute to team activities, support colleagues and share knowledge across the IT function.
Salary and benefits
We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.
Our recruitment process
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.
We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.
