Salary: £36,500 - 46,000 per year Requirements: We require strong experience supporting enterprise Finance and HR systems (ERP / HRP) with a focus on user enablement and digital adoption. We require proven ability to design and deliver digital-first training and support models, including in-system guidance and self-service resources. We require experience analysing Service Desk data to improve system usability and reduce repeat issues. We require excellent stakeholder management skills, with the ability to influence and build credibility at all levels. We require strong documentation, communication, and organisational skills with high attention to detail. We require a strategic, analytical, and user-focused approach to continuous improvement. We require confidence working independently in a complex organisational environment. Responsibilities: We will lead and deliver a digital-first user enablement and training strategy for enterprise SaaS systems supporting Finance, HR, and other critical departments. We will design and maintain high-quality in-system guidance, including walkthroughs, FAQs, and knowledge articles, to promote self-service and improve user confidence. We will analyse Service Desk and usage data to identify trends, root causes, and opportunities to improve system usability and reduce repeat issues. We will act as a senior functional expert, resolving Level 2 support issues and working closely with managed service providers where required. We will plan, govern, and report on training and support activity, aligning delivery to system releases and organisational priorities. We will produce and maintain clear documentation, including process maps, SOPs, training materials, roadmaps, and reports. We will lead stakeholder engagement and communications, including super-user groups and system change updates. We will maintain SharePoint and collaboration spaces, support team operations, and contribute to continuous improvement and inclusive working practices. Technologies: ERP Support SharePoint Network More: We are a large, complex organisation seeking a Technical Support Lead to join our Enterprise Systems Support function on a 12-month fixed-term basis in Birmingham, working hybrid with two days on site each week. This senior specialist role focuses on improving the quality, consistency, and effectiveness of support and training for enterprise systems that underpin key business areas including Finance and HR. We offer the opportunity to shape a digital-first support and training strategy, work closely with HR, Finance, IT, and our Managed Service Provider, and play a critical role in user enablement, service improvement, and digital adoption across the organisation. last updated 19 week of 2026