Senior Support Consultant in Nottingham

Come join us and make a difference in the world!

The Senior Support Consultant is a key technical leader within the Support Services team, responsible for the investigation, diagnosis, and resolution of complex application incidents while ensuring the delivery of high-quality customer service. The role combines advanced technical supportexpertisewith leadership responsibilities, including mentoring colleagues, leading major incident investigations, owning planned maintenance activities, and acting as a subject matter expert for new products, customers, and functionality.

Working within a mature ITIL-aligned support environment, the Senior Support Consultant will collaborate closely with customers, internal technical teams, third parties, and service management functions to ensure service excellence and continual service improvement.

Key Responsibilities

Technical Support & Incident Resolution

Provide expert 2nd Line software application support for customer-reported incidents and service requests.

Take ownership of the investigation and resolution of complex or high-impact application issues.

Recreate customer-reported issues within test environments toidentifyroot causes andvalidatedefects.

Identify, document, and communicate workarounds where permanent resolutions are notimmediatelyavailable.

Ensure all incidents and requests are managed within agreed contractual Service Level Agreements (SLAs).

Workin accordance withITIL-aligned support processes and procedures.

Collaborate effectively with Development, Infrastructure, Service Management, and third-party suppliers to resolve issues.

Lead the technical response to high-priority and service-impacting incidents.

Coordinate investigation activities across multiple teams and stakeholders.

Ensure relevant logs, diagnostic information, and supporting evidence are secured andretained.

Maintainaccuraterecords of investigations, actions, and outcomes within service management tools (e.g., Ivanti).

Work closely with Problem Management to support root cause analysis and the implementation of preventative measures.

Planned Maintenance Ownership

Act as the designated owner for planned maintenance activities.

Attend planning and change review meetings.

Complete impact assessments for related Change Requests (CRs).

Coordinate and organise technical resourcesrequiredto successfully deliver maintenance activities.

Support implementation, testing, communication, and post-implementation reviews.

Leadership & Team Support

Deputise for the Team Manager or Lead Support Consultant whenrequired.

Support day-to-day operational management and decision-making in the absence of leadership.

Act as a senior escalation point for support colleagues.

Drive best practice adoption and continuous improvement initiatives across the team.

Team Champion Responsibilities

Serve as a subject matter champion for assigned areas, including:

New product introductions.

New software functionality and enhancements.

New customer onboarding activities.

Knowledge sharing and capability development within the support team.

Mentor and support new starters through structured onboarding and knowledge transfer.

Provide coaching and technical guidance to Support Consultants.

Contribute to team development by creating andmaintainingknowledge articles, support documentation, and training materials.

Encourage continuous learning and skills development across the team.

Mentor and support new starters through structured onboarding and knowledge transfer.

Provide coaching and technical guidance to Support Consultants.

Contribute to team development by creating andmaintainingknowledge articles, support documentation, and training materials.

Encourage continuous learning and skills development across the team.

Operational Responsibilities

Maintainhigh standardsof customer communication throughout the incident lifecycle.

Produce clear andaccuratedocumentation relating to incidents, investigations, defects, and known errors.

Participate in an out-of-hours on-call rota asrequired.

Support service improvement initiatives aimed at reducing incident volumes and increasing service stability.

Qualifications

Skills & Experience

Significant experiencewithin an Application Support, Technical Support, or Software Support environment.

Strong troubleshooting and analytical problem-solving skills.

Experience managing complex incidents from investigation through to resolution.

Experience working within ITIL-based service management frameworks.

Ability to coordinate activities across multiple technical and business teams.

Experience mentoring and supporting colleagues.

Excellent verbal and written communication skills.

Strong customer service focus with the ability to manage stakeholder expectations.

Experience supporting mission-critical or public-sector software applications.

Knowledge of incident, problem, change, and release management processes.

Experience using service management tools such as Ivanti, ServiceNow, or equivalent.

Previousexperience acting as a technical lead or senior escalation point.

ITIL Foundation certification or equivalent.

Leadership and accountability

Technicalexpertise

Decision making and problem-solving

Planning and organisation

Communication and stakeholder management

Coaching and mentoring

Additional Information

We pride ourselves in offering an excellent benefits package, including an aboveaverage pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• 25 days paid holiday with the option to buy/sell
• 4 x basic salarylife assurance coverfunded by NEC (with the option to increase cover at an additional cost)
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a DisclosureBarring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

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