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Location: London, UK
Duration: Permanent
Salary: Competitive, plus benefits
Hours: 35 hours per week

About the Role

Reports to: Enterprise Applications Manager

Job purpose
Working closely with business owners and other members of the technology team in supporting the Foundation's range of applications, e.g. Ecommerce, CRM, HR and Finance systems.

The team
This role is part of the enterprise applications function – which operates as part of the wider technology team. 

Principle Accountabilities

  • Work with the technology infrastructure team in relation to incident and problem management of applications issues.
  • Provide first-line technical support to end-users for all application-related issues.
  • Assist users in navigating applications and provide guidance on application functionality.
  • Monitor application performance and maintain application uptime by conducting regular checks.
  • Coordinate with the IT team to ensure hardware infrastructure is adequate to support the application.
  • Work closely with the applications team and end users to understand application functionality and features.
  • Provide feedback from users to the applications team to help improve the application.
  • Proactively gain the requisite knowledge to enable an understanding of the Foundations application architecture and purpose.
  • Create and maintain comprehensive documentation for application processes, service level agreements (SLAs), and application training materials.
  • Document all application issues and resolutions in the issue tracking system.
  • Conduct user training sessions and create user guides to help end-users use the application effectively.
  • Develop and implement testing strategies and plans based on project requirements.
  • Execute test cases and scripts to evaluate the functionality and performance of the application.
  • Align changes and incidents to the Foundations Change Management policies and processes.
  • Work closely with developers, business analysts, and other stakeholders to ensure comprehensive testing of the application.
  • Communicate testing progress, test results, and other relevant information to project stakeholders.
  • Document all test artifacts including test plans, test cases, test scripts, and test reports.
  • Maintain a repository of test artifacts for future reference and reuse.
  • Strong knowledge of software QA methodologies, tools, and processes.
  • Hands-on experience with automated testing tools.
  • Connect with users and subject matter experts to identify improvements or issues with current applications or processes.
  • Carry out regular maintenance or process tasks for applications that sit within the enterprise applications team.
  • Participate in technology change management activities, managing requests and tasks through Jira system, assessing requests for change, business impact and return on investment.
  • Proactively identify opportunities for improvements in process, services, systems, and technology.
  • Support and maintain the Foundation’s strategic systems interfaces as part of the business systems team, including provision of ad hoc reports as requested and participating in user groups.
  • Assist with the administration, configuration, and migration/population of information into the Foundation’s strategic business systems to support the business as required.

Qualifications and experience

  • Significant experience working as first line application support role - in a busy IT environment.
  • Experience of working in the not-for-profit financial sector desirable.
  • A flexible approach is needed to meet some business needs as the business operates across several time zones and there may be a need to attend meetings outside of core working hours.
  • Any experience of the following systems highly desirable – Salesforce, Adobe Experience Manager, Business Central.
  • Experience of testing process and formulation of test plans highly desirable.
  • Assisting with user acceptance testing and development of testing plans.
  • Experience of testing automation tools.
  • Experience of reporting tools – especially salesforce reporting and power BI highly desirable.
  • Experience of creating and maintaining user documentation.
  • Wide knowledge of the current technology landscape and trends for applications.

Skills and attributes

  • Advanced skills in Microsoft applications, specifically Excel, Outlook, Word.
  • Strong technical background in systems implementations.
  • Exceptional communication and interpersonal skills. Ability to work under pressure and prioritise and manage time.
  • Good Business relationship skills and stakeholder management.
  • Willingness to take on other tasks within a small team.
  • Ability to explain complex technical issues to a wider non-technical audience.
  • Strong analytical skills.
  • Ability to work well in a team and contribute to team goals.
  • Problem-solver, conflict-resolution skills.

To apply

Please send a detailed CV/résumé to Please include the following information, or your application may not be considered:

  • the job title/position you are interested in and the location of the job (in the subject line of your email); and
  • cover email or letter detailing how you meet the specified role requirements and your salary expectations.

We reserve the right to close the advert earlier and interview candidates prior to the close date.

Due to the number of responses we receive, we are unable to respond individually to each application. If you do not hear from us within four weeks of the closing date you may assume that your application has been unsuccessful.

Closing date: Ongoing

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