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Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

Practice Group / Department:

IT Application Management

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

The Team

The Application Support team provides second- and third-line support across the entire EMEA Application estate at Norton Rose Fulbright. The team reports into the Application Support Manager and are responsible for all aspects pertaining to maintenance of the estate from ticket resolution to minor upgrades and patching. Quality of service delivery & support is key, as is a knowledge of application development/integration and an appreciation of infrastructure design within a legal framework / architecture. Strong problem-solving skills, customer engagement and a pragmatic approach will be required to be successful in this role.

The Role

• Working within a team to provide second and third line support and resolution for incidents and problems within an ITIL framework.
• Collaborate with the application development teams to ensure supportable solution delivery and quality assure systems as they move from development into test and live.
• Collaborate with the project delivery team to ensure adequate support models are in place for new applications or products delivered.
• Work as part of a team to deliver projects to improve systems manageability & supportability (in house & 3rd party) within the Change Management delivery process.
• Participate in DR invocation and testing and provide maintenance and monitoring of DR / BCP readiness.
• Creation of technical documentation and facilitation of hand-over for development projects
• Monitor and report on system performance feeding into capacity planning and application development.
• Escalate and manage incidents with suppliers - building effective service relations with suppliers.
• Provide an escalation point for application issues.
• Implement monitoring and maintain data processing and data feeds between systems.
• The ability to learn and support current and new systems quickly and effectively.
• This is a hybrid role based from the Newcastle office.
• Must be available for rotational standby 24/7 with the applications team.
  
  

• Experience of supporting and maintaining enterprise applications with a good appreciation of applications design & development including database and infrastructure technologies.
• Experience of supporting key technologies and critical systems.
• Experience of implementing, customising, and supporting third party systems including managing suppliers to delivery.
• Experience of specifying, building, and configuring servers to host the various layers in an enterprise application framework (On-site and Cloud Based (Azure)).
• Experience in application vulnerability monitoring and patching.
• Ability to proactively recommend and implement alternative working practices.
• Comfortable managing both project delivery and allocated tickets effectively within the team.
• Awareness of structured development, analysis & project management methods (SDLC, Prince, DSDM, UML etc.
• Core technical skills to include T-SQL & Powershell.
• Excellent troubleshooting, problem solving & delivery skills coupled with a good understanding of ITIL support processes.
• Excellent written and verbal communication.
• A proactive outlook to problem solving.
• Proactive and Flexible, team player.
• Ability to organise and plan work independently.
  
  

• iManage, on-premises and cloud (Mandatory)
• Intapp, Open, Flow and Walls
• Docusign or other signature platform
• InterAction
• HighQ client collaboration
• Learning management: Cornerstone
• Active Directory and Entra ID
• Microsoft 365
• Microsoft Azure
• Database management utilising SQL Administration Studio and SQL scripting
  
  

• 25 days holiday + Bank Hols
• Free Virtual GP Service
• Private Medical Insurance
• Pension – Norton Rose Fulbright will also make a contribution
• Life Assurance
• Income Protection Insurance
• Enhanced Maternity, Adoption or Surrogacy Leave
• Carers Leave
• Flexible working
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Law Practice

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