Location: Birmingham (Hybrid – 2 Days a Week On-site)
Contract: 12 Month Fixed-Term
Network IT are supporting a large, complex organisation in the recruitment of a Systems Support/Training Analyst to join its Enterprise Systems Support function. This role plays a critical part in improving the quality, consistency, and effectiveness of self-driven system guidance, support and training for enterprise systems that underpin various core business areas including Finance and HR.
This is a senior specialist role with a strong focus on user enablement, training strategy, digital adoption, and service improvement, rather than traditional classroom‑based training delivery.
Role Overview
As Technical Support Lead, you will be responsible for shaping and delivering a digital‑first training and support strategy for enterprise SaaS systems. You’ll act as a senior point of expertise within the team, analysing service performance data, identifying root causes of user issues, and improving user experience through better in‑system guidance, documentation, and self‑service resources.
You’ll work closely with HR, Finance, IT, Managed Service Providers, and more while owning a rolling 12‑month training and engagement plan aligned to wider system release and improvement activity.
Key Responsibilities
* Lead and deliver a digital‑first user enablement and training strategy for enterprise SaaS systems supporting Finance, HR and other critical departments.
* Design and maintain high‑quality in‑system guidance (walkthroughs, FAQs, knowledge articles) to promote self‑service and improve user confidence.
* Analyse Service Desk and usage data to identify trends, root causes, and opportunities to improve system usability and reduce repeat issues.
* Act as a senior functional expert, resolving Level 2 support issues and working closely with managed service providers where required.
* Plan, govern, and report on training and support activity, aligning delivery to system releases and organisational priorities.
* Produce and maintain clear documentation including process maps, SOPs, training materials, roadmaps, and reports.
* Lead stakeholder engagement and communications, including super‑user groups and system change updates.
* Maintain SharePoint and collaboration spaces, support team operations, and contribute to continuous improvement and inclusive working practices.
Experience Requirements
* Strong experience supporting enterprise Finance and HR systems (ERP / HRP) with a focus on user enablement and digital adoption.
* Proven ability to design and deliver digital‑first training and support models, including in‑system guidance and self‑service resources.
* Experience analysing Service Desk data to improve system usability and reduce repeat issues.
* Excellent stakeholder management skills, with the ability to influence and build credibility at all levels.
* Strong documentation, communication, and organisational skills with high attention to detail.
* Strategic, analytical, and user‑focused approach to continuous improvement.
* Confidence working independently in a complex organisational environment.
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