Applications Support Manager (we have office locations in Cambridge, Leeds & London) in Canary Wharf

Genomics England is a global leader in enabling genomic medicine and research, focused on creating a world where everyone benefits from genomic healthcare. Building on the 100,000 Genomes Project, we support the NHS’s world-first national whole genome sequencing service and run the growing National Genomic Research Library, alongside delivering numerous major genomics initiatives. By connecting research and clinical care at national scale, we enable immediate healthcare benefits and advances for the future. Our mission is to provide the evidence and digital systems so that by 2035 genomics could play a role in up to half of all healthcare interactions, whilst securing the UK’s position as the best place to discover, prove and benefit from genomic innovations.

We are accelerating our impact and working with patients, doctors, scientists, government and industry to improve genomic testing, and help researchers access the health data and technology they need to make new medical discoveries and create more effective, targeted medicines for everybody. Behind the Healthcare and Research outcomes, Genomics England delivers through designing, developing and operating complex healthcare software systems. We’re on the cusp of big changes with the real prospect of genomics becoming the fabric of everyday healthcare through the lifetime – from birth to old age.

We are seeking an Application Support Manager who will act as the subject matter expert for key applications that are essential to delivering our organisational objectives. The role involves working collaboratively across teams to ensure systems effectively meet business and user needs. You will provide expertise, guidance and support for queries related to business systems applications, namely Atlassian and ServiceNow.

Everyday responsibilities include:

• Provide clear guidance and supportive assistance to internal and external users, ensuring business applications run smoothly and efficiently to the highest standards.
• Provide support for application configuration, upgrades, and troubleshooting, carrying out thorough analysis to resolve issues effectively.
• Create and maintain training and help materials that empower both self and others to work confidently and efficiently.
• Ensure documentation and processes align with recognised industry standards such as ISO, ITIL and NCSC best practice.
• Champion service improvement by identifying opportunities for efficiency and improvement.

Skills and experience for success:

• Strong experience supporting business applications, including configuration, customisation and troubleshooting.
• Experience working within a ticket system, with the ability to prioritise a high volume of support requests originating from various sources.
• Excellent communication skills, with the ability to collaborate confidently and build positive working relationships.
• Proven problem-solving abilities with a proactive, solutions focused approach.
• Demonstrated initiative, creativity, and willingness to contribute innovative ideas.
• Skilled in stakeholder management, with the confidence to engage effectively at all levels.
• Able to work independently while also following processes, guidance, and best-practice standards.

Desirable skills:

• Knowledge of the Atlassian suite, Confluence, Jira & Jira Service Management.
• Knowledge and experience of using, configuring and supporting ServiceNow.
• Skilled in ITIL processes and best practices.

While your qualifications are certainly important and provide a foundation, we are particularly interested in understanding the breadth and depth of your overall experience.

Salary from: £46,500

Closing date for applications - Friday 15th May

Being an integral part of such a meaningful mission is extremely rewarding in itself, but in order to support our people, we’re continually improving our benefits package. We pride ourselves on investing in our people and supporting them to achieve their career goals, as well as offering a benefits package including:

• Generous Leave: 30 days’ holiday plus bank holidays, additional leave for long service, and the option to apply for up to 30 days of remote working abroad annually (approval required).
• Family-Friendly: Blended working arrangements, flexible working, enhanced maternity, paternity and shared parental leave benefits.
• Pension & Financial: Defined contribution pension (Genomics England double-matches up to 10%, however you can contribute more if you wish), Life Assurance (3x salary), and a Give As You Earn scheme.
• Learning & Development: Individual learning budgets, support for training and certifications, and reimbursement for one annual professional subscription (approval required).
• Recognition & Rewards: Employee recognition programme and referral scheme.
• Health & Wellbeing: Subsidised gym membership, a free Headspace account, and access to an Employee Assistance Programme, eye tests, flu jabs.

Genomics England is actively committed to providing and supporting an inclusive environment that promotes equity, diversity and inclusion best practice both within our community and in any other area where we have influence. We are proud of our diverse community where everyone can come to work and feel welcomed and treated with respect regardless of any disability, ethnicity, gender, gender identity, religion, sexual orientation, or social background.

Genomics England’s policies of non-discrimination and equity will be applied fairly to all people, regardless of age, disability, gender identity or reassignment, marital or civil partnership status, being pregnant or recently becoming a parent, race, religion or beliefs, sex or sexual orientation, length of service, whether full or part-time or employed under a permanent or a fixed-term contract or any other relevant factor.

Genomics England does not tolerate any form of discrimination, harassment, victimisation or bullying at work. Such behaviour undermines our mission and core values and diminishes the dignity, respect and integrity of all parties. Our People policies outline our commitment to inclusivity.

We aim to remove barriers in our recruitment processes and to be flexible with our interview processes. Should you require any adjustments that may help you to fully participate in the recruitment process, we encourage you to discuss this with us.

We have four key behaviours that represent what we would like Genomics England to feel like and the culture we want to encourage, in order for us to achieve our mission. These behaviours help us all work well together, deliver on our outcomes, celebrate our successes and share feedback with each other.