Application Support Specialist in London

Join us and be part of a mission‑driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.

About Sage:

Sage is a global academic publisher of books, journals and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.

Our guaranteed independence means we’re free to:

• Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact
• Work together – building lasting relationships, championing diverse perspectives, and co‑creating resources to transform teaching and learning
• Think long‑term – experimenting, taking risks, and investing in new ideas

About our Team:

Our Digital Workplace team is dedicated to creating a seamless, intuitive, and empowering technology experience for every colleague at Sage. We focus on ensuring that the applications and productivity tools people rely on every day are dependable, well‑supported, and easy to use. You’ll work closely with Productivity Technical Specialists, IT Hardware & AV Technicians, and Digital Workplace Specialists, as well as Cloud, Infrastructure and Engineering teams. Together, we solve complex issues, improve the digital experience, and help colleagues get the best from the tools that power their working lives.

Qualifications & Experience:

• Experienced in application or systems support within an IT or digital workplace environment, with a track record of resolving user issues effectively.
• Confident working with modern efficiency platforms such as Microsoft 365 and SharePoint (Modern), with the capacity to demonstrate how you’ve improved user experience or workflows.
• Familiar with Atlassian tools (e.g. Jira, Confluence, Rovo) or similar applications, and capable of demonstrating the ways in which you have assisted teams using them.
• Experienced in analysing application behaviour using logs, telemetry, analytics or data queries (including SQL where relevant) to diagnose and resolve issues.
• Someone who delivers excellent customer service, communicating clearly and confidently with both technical and non‑technical users.
• Familiar with IT service management practices, such as working in an ITIL‑aligned environment or using an ITSM platform.
• Proactive and curious, passionate about automation, AI‑assisted tools and steady innovation to advance the digital workplace.

Your new role:

You’ll play a key role in ensuring colleagues can work efficiently and confidently with the applications they depend on. You’ll take a proactive approach to incident management, problem‑solving and continuous improvement, helping teams adopt new tools, embrace modern ways of working and overcome technical challenges with clarity and confidence.

• Provide timely, customer‑focused support for business‑critical applications and efficiency tools, ensuring issues are resolved or progressed appropriately.
• Manage incidents and service requests end‑to‑end, meeting agreed SLAs and keeping colleagues updated throughout.
• Act as a trusted point of contact for application‑related queries, crafting a positive and encouraging user experience.
• Support and optimise modern collaboration platforms (e.g. Microsoft 365, SharePoint, Teams, Copilot, Jira, Confluence) to help colleagues work efficiently.
• Help users adopt new features and ways of working by offering clear mentorship, trouble‑shooting and practical advice.
• Build knowledge of Sage in‑house and line‑of‑business applications to provide effective, context‑aware support.
• Investigate and resolve application issues using diagnostic tools, working with engineering teams or suppliers when needed.
• Contribute to continuous improvement by identifying recurring issues, supporting testing and releases and maintaining clear user documentation.

Overview of Benefits: 25 days annual leave (plus