Application Support Specialist

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Job Title: Application Support Specialist (ERM, CRM, Service Management)

Position Type: Permanent / Full-Time

Hours of Work: 37.5 hours per week

Function: IT Applications

Reporting to: Product Owner Lead

Location: Remote


Lifeways Group, one of the UK’s largest providers of specialist support services for people with diverse and often complex needs, is on an exciting journey to become the Care Provider of Choice. We are transforming our technology and ways of working to empower colleagues to deliver the best possible care.

As an Application Support Specialist, you will be a Subject Matter Expert for key enterprise applications including ERM (Deputy), CRM (Zoho), and Enterprise Service Management (ManageEngine). You’ll support, develop, and optimise these platforms to ensure they meet business needs across Operations, Business Development, and IT.

This role is ideal for someone with a mix of technical expertise, business analysis skills, and problem-solving ability, who is passionate about using technology to improve processes, data management, and customer experience.

Key Responsibilities

  • Act as SME for Deputy, Zoho CRM, and ManageEngine platforms.

  • Support application configuration, optimisation, and troubleshooting.

  • Provide root cause analysis and guidance to the Service Desk on new features, bug fixes, and process updates.

  • Build strong relationships with 3rd party support teams to resolve issues quickly.

  • Lead improvements in workflow, reporting, integrations, and system architecture.

  • Support transformation projects, advising on system capabilities and delivering technical solutions.

  • Create documentation, training guides, and testing processes (UAT, smoke testing).

Essential Experience, Skills & Qualifications

  • Strong communication and documentation skills.

  • Experience in systems management, configuration, security, and reporting.

  • Knowledge of ERM (rostering/scheduling, timesheets, absence management).

  • Understanding of CRM workflows, campaigns, and reporting (PowerBI).

  • Experience in Service Management platforms (incident, change, and release management).

  • Strong troubleshooting, customer support, and process improvement skills.

  • Awareness of IT processes (change control, project management, SDLC).

Desirable

  • Zoho CRM Developer certification.

  • Experience with Microsoft Active Directory/EntraID.

  • API integration design and workflow automation.

  • PowerBI/DAX reporting expertise.

  • Experience with Deluge, JavaScript, or similar languages.

  • Background in healthcare or large-scale IT transformation projects.

Why Join Us?

At Lifeways, you’ll be part of a technology team that is central to our digital transformation. We offer:

  • Remote working with collaborative culture.

  • Opportunities to learn and grow as an SME.

  • Exposure to enterprise-level IT projects.

  • A chance to directly impact care quality through innovative systems.

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Apply
Location:
City Of London, England, United Kingdom
Salary:
£80,000 - £100,000
Job Type:
FullTime
Category:
IT & Technology

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