Job Description

Business Systems Support Engineer

Location: Wrexham, Wales - Hybrid, 3-5 days onsite

Hours: Monday-Friday, 8:00am-5:00pm UK time

Contract: Inside IR35

We are on the lookout for a Business Systems Support Engineer to join a global technology support function.

You will provide advanced support for a business-critical, web-based platform within a regulated environment. The role sits between first-line support, application owners and development teams, providing technical and functional support across complex system workflows.

This is not a standard Service Desk role. You will build strong knowledge of application behaviour, data flows, integrations and user needs, helping to improve system stability, user experience and the overall support model.

What you'll be doing

Provide advanced application support, resolving escalated technical and functional issues.

Investigate system behaviour, replicate defects and support root-cause analysis.

Validate workflows, support data corrections and troubleshoot system or process issues.

Manage and prioritise support tickets, ensuring timely updates and accurate documentation.

Carry out ticket ageing reviews, proactive follow-ups and structured handovers across global teams.

Work closely with application owners, SMEs, developers and support colleagues to resolve defects.

Provide direct guidance to users experiencing more complex system issues.

Communicate clearly on ticket ownership, progress and expected resolution timelines.

Maintain knowledge articles, support documentation, process guides and reporting records.

Contribute to continuous improvement across support processes, documentation and service delivery.

Technical Requirements

Minimum of 2 years' experience supporting business applications, systems or web-based platforms within a regulated environment.

Strong troubleshooting capability across technical, functional and data-related issues.

Experience using ServiceNow, Jira or similar ITSM/ticketing tools.

Understanding of system integrations, data flows and production support environments.

Experience managing incidents, escalations and complex ticket workflows.

Ability to investigate defects, replicate issues and support resolution through to closure.

Experience maintaining support documentation, knowledge articles and user guidance.

Understanding of UAT, release validation, audit trails and role-based access controls.

Familiarity with SOPs, compliance controls and structured support processes.

Desirable Technical Experience

Previous support experience within life sciences, clinical technology or another highly regulated sector.

Exposure to IAM, MFA, RBAC and access governance.

Experience with configuration management or low-code platforms.

Automation or scripting exposure using Python or Bash.

Experience improving ServiceNow workflows, support playbooks or knowledge management processes.

Exposure to integrations, data validation and system release processes.

Previous experience mentoring colleagues, managing escalations or coordinating workloads.

What we're looking for

A proactive support professional who enjoys getting beyond basic ticket resolution.

Strong communication skills with the ability to work effectively with technical teams and end users.

Comfortable managing multiple priorities in a fast-paced, global support environment.

Able to work independently while collaborating closely with offshore and distributed teams.

Comfortable participating in an on-call support model where required.Apply now for consideration.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website