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.

• 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.

• 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.

• 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.

• 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.