Finance Systems Support Team Leader

Stephenson Harwood LLP

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Μόνιμη
Πλήρης Απασχόληση

Πριν 26 ημέρες

What We Will OfferWhat we will offer:We will offer you a place where you can be yourself and where there are no limits on what you can achieve. With us, you can take ownership of your career and have honest conversations throughout. You would join an ambitious firm with a clear strategy for profitable growth where you can get early responsibility and early involvement in growing the business. Here you can expect a competitive and fair reward as well as recognition based on all round performance. This forms part of our internal promise to you, The Deal, between the firm and its employees.You Can Expect

Most of our roles are hybrid, meaning that colleagues benefit from working in our office and remotely. We are happy to discuss this and other flexible working arrangements with you as part of the application and interview process.
We are an equal opportunity organisation, committed to having a diverse workforce. We do not discriminate on the basis of age, sex, race, disability, sexual orientation, culture, or any other protected characteristics. We aim to create a culture where everyone can be themselves and is valued for their strengths and unique perspectives.

Team StructureThe Application Systems Team consists of the Finance, Knowledge Management and People Systems teams which is headed up by the Senior Applications Systems Manager, supported with a Finance Systems Manager, Knowledge Management Systems Manager and People Systems Manager. The Finance Systems team consists of 3 Senior Systems Analyst, 2 Systems Analyst and a Finance Systems Support Assistant. The team sits in the IT Department and works closely with both IT Applications and Development teams and Accounts departments with ownership of the firm's key business systems including; PMS - Aderant Expert, Reporting & Budgeting and the Intapp suite of products as well as integrations between all of the firms systems.The team leads innovations around the utilisation of systems, best practice and develops bespoke solutions to support business needs. This position will suit an individual with proven experience in reviewing, recommending and implementing both processes and solutions. They should also have good accounting knowledge, Billing, Accounts Payable or Cashiering processes, excellent technical skills and be comfortable leading all aspects of project deliveryFocus is on First-line support leadership, SLA governance, operational planning, and knowledge management.Main ResponsibilitiesThe Finance Systems Support Team Leader ensures the effective operation of the finance systems support function. As the first escalation point for Support Team this role is responsible for maintaining service quality, managing support workflows, and ensuring SLA compliance. The Supervisor also acts as the operational bridge between the support team and the Functional Team, ensuring that new processes and applications are transitioned smoothly into BAU support.

Act as the first escalation point for Finance Systems Support Analyst and Finance Systems Assistant, providing guidance and resolution for complex first-line issues.
Monitor and enforce adherence to SLAs for incidents and tasks logged in ServiceNow. Proactively manage ticket queues and ensure timely resolution or escalation.
Coordinate and publish team rotas for patching weekends, month-end support, and other scheduled testing or maintenance activities.
Work closely with Functional Team to ensure new processes, upgrades, or applications are fully understood by the support team. Facilitate structured handovers and ensure readiness for BAU support.
Deliver or coordinate training sessions for Support Team on new functionality, troubleshooting techniques, and system changes.
Maintain and continuously improve internal support documentation, including troubleshooting guides, quick reference materials, and knowledge base articles.
Act as a liaison between the support team and other IT or Finance stakeholders to ensure alignment on priorities, issues, and upcoming changes.
Track and report on support performance metrics, identifying trends, bottlenecks, and opportunities for improvement.
Cover for other members of the wider team where appropriate and required
Flexible with working hours where required for business needs and Month End peak periods

Attributes/Skills Required

Strong understanding of finance systems in a legal or professional services environment (e.g., Aderant, Intapp).
Experience with ITSM platforms such as ServiceNow, including queue and SLA management.
Excellent organisational and planning skills, with the ability to manage multiple priorities.
Experience in mentoring or supervising junior team members is highly desirable.
Detail-focused with a commitment to documentation and process consistency.
Demonstrates the Stephenson Harwood values of individuality, commitment, teamwork and straight talking.
Service focused attitude and professional manner, appropriate for a commercial law firm.
Confident and clear communication (verbal and written) with people at all levels of the business hierarchy.
Able to respond quickly to requests, manage time effectively, and work under pressure.
Proactive nature, hardworking, organised, able to structure own work and work solo when required.
High level of accuracy and attention to detail.
A willingness to learn new skills and assist in the on-going development of the Firm's Applications systems and procedures
A minimum of 5 years Aderant Experience.
Good working knowledge of SQL

The role will require a degree of flexibility with some out of hours working required; particularly around system enhancements and upgrades, month-end processes, potential unexpected downtime and monthly server patching.This job description is indicative only and does not represent an exhaustive list of responsibilities. The firm reserves the right to alter or change the responsibilities at any time, in line with the firm's strategy and business needs.About The FirmStephenson Harwood is an international law firm, and we're committed to creating 'positive partnerships' with our clients. We represent listed and private companies, institutions and individuals, building lasting relationships to help them succeed in a complex andever-changing world.Our focus is on five core sectors: Energy Transition, Life Sciences and Healthcare, Private Capital and Funds, Technology, and Transportation and Trade.With more than 1,400 people, including 210+ partners, across eight offices in Europe, the Middle East and Asia, we combine deep legal capabilities and broad commercial expertise. We have also forged close ties with high quality law firms around the world, blending local knowledge with global savvy for clients in over 100 countries.We understand the power of diversity in delivering that high calibre advice to our clients. We want to attract diverse talent and we particularly encourage applications from underrepresented demographics.Our Brand Strengths

GO FAR, GO TOGETHER
EXPERTS IN MORE THAN LAW
CAN DO PERSONALITIES
ALWAYS READY

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