Application Support Analyst - #2167018

Contract Type: Contract / Rolling Contract

Working Pattern: Hybrid (remote working with occasional office/site attendance as required)

Location: Birmingham, UK

Role Overview

JLL are looking for an experienced Application Support Analyst – CAFM (MRI Concept/Evolution or similar) to join our Software Solutions team on an initial contract basis, with potential for extension.

This is a key role within the JLL Work Dynamics UK&I Applications Support function, providing day-to-day ownership of assigned support activities across our MRI Concept/Evolution CAFM estate.

Working alongside the Senior Application Support Analyst – CAFM, you will help maintain the stability and effectiveness of the CAFM platform by resolving incidents, managing system configuration, supporting users, and contributing to improvements across the service.

The successful candidate will understand how CAFM systems support facilities management operations, with hands-on MRI Concept/Evolution experience desirable but not essential. You will combine practical system knowledge with strong problem-solving skills to deliver reliable support within a complex FM environment.

This role would suit someone who enjoys working with business systems, investigating issues, improving processes, and developing their CAFM expertise within a specialist Applications Support team.

About the Environment

UK&I operates MRI Concept/Evolution as a core CAFM platform across a number of long-term PFI and PAM FM contracts.

The system supports key facilities management activities including:

• Planned Preventative Maintenance (PPM)
• Asset management
• Reactive maintenance
• Engineer mobile/tablet workflows
• Work order management
• Compliance monitoring
• Operational and management reporting

The CAFM estate integrates with connected systems including Attain and other business platforms.

The successful candidate will work closely with the Senior Application Support Analyst – CAFM, operational teams, technical teams, and software vendors to ensure the CAFM platform continues to meet business requirements.

Key Responsibilities

CAFM Support & Administration:

• Manage and resolve ServiceNow incidents and service requests relating to MRI Concept/Evolution.
• Investigate and resolve CAFM issues affecting operational teams, contract teams, and site engineers.
• Take ownership of assigned tickets through to resolution.
• Provide effective guidance and support to CAFM users across JLL Work Dynamics UK&I.
• Escalate complex technical or configuration issues to the Senior Application Support Analyst where appropriate.
• Maintain and update CAFM configuration including: PPM schedules, maintenance frequencies, asset records, job plans, work order structures, user records, system settings
• Ensure CAFM information remains accurate and aligned with operational requirements.
• Identify recurring issues and contribute to service improvements.

Reporting & Data Quality:

• Run standard and ad hoc MRI Concept/Evolution reports.
• Provide information to support operational, compliance, and contract reporting requirements.
• Extract and review CAFM data.
• Support data cleansing, validation, and reconciliation activities.
• Identify data issues and work with relevant stakeholders to resolve them.
• Help maintain confidence in CAFM information.

Integration & System Change Support:

Working alongside the Senior Application Support Analyst, you will:

• Support testing between MRI Concept/Evolution and connected systems.
• Investigate data issues between integrated platforms.
• Assist with troubleshooting interface and synchronisation issues.
• Maintain relevant documentation for system processes and changes.
• Support validation of releases, enhancements, and configuration changes.

Mobilisations & Project Support:

• Support new contract mobilisation activities.
• Assist with CAFM setup, configuration, and data preparation.
• Support data migration and validation activities.
• Participate in User Acceptance Testing.
• Record system changes and maintain accurate documentation.

Knowledge Sharing & Team Resilience:

• Document processes, configurations, and issue resolutions.
• Maintain user guidance and support materials.
• Share knowledge with colleagues and operational users.
• Contribute to consistent CAFM practices across contracts.
• Build capability and resilience within the Applications Support team.

Stakeholder & Vendor Collaboration:

• Work collaboratively with operational teams, contract managers, account teams, technical teams and CAFM software vendors

Responsibilities include:

• Providing clear updates on incidents, requests, and system changes.
• Supporting discussions with MRI where required.
• Understanding user requirements and translating them into practical CAFM solutions.
• Helping maintain effective communication between technical and operational teams.

Essential Skills & Experience

We are looking for someone with:

• Hands-on experience with a CAFM system (MRI Concept/Evolution experience desirable but not essential).
• Hands-on experience with MRI Concept.
• Experience supporting CAFM systems within a facilities management environment.
• Experience investigating and resolving CAFM system issues.
• Understanding of CAFM processes including: PPM scheduling, asset management, reactive maintenance, work orders, engineer workflows, compliance reporting.
• Good data handling and reporting skills.
• Experience supporting end users and operational stakeholders.
• Organised and methodical approach to managing incidents, tasks, and priorities.
• Strong communication skills with both technical and non-technical stakeholders.
• Ability to work independently while contributing effectively within a wider support team.
• Prior experience working in a fast-paced environment.

Desirable Skills & Experience

It would be beneficial if you have experience with:

• PFI and PAM FM environments.
• MRI Concept/Evolution.
• Attain or similar integration platforms.
• ServiceNow or similar ITSM tools.
• CAFM data migration and cleansing.
• Power BI or reporting tools.
• SQL querying.
• SFG20 standards and PPM compliance frameworks.
• CAFM integrations and connected systems.

What Success Looks Like

Deliver Reliable CAFM Support:

• Resolve assigned CAFM incidents and requests effectively.
• Provide consistent support to operational users.
• Contribute to reducing the CAFM support backlog.
• Escalate issues appropriately with clear investigation details.
• Improve visibility of recurring CAFM issues and trends.

Maintain CAFM Quality:

• Maintain accurate CAFM configuration and system information.
• Support data quality improvements.
• Contribute to effective reporting and operational insight.
• Help ensure the CAFM platform continues to meet business requirements.

Build Capability & Resilience:

• Develop strong knowledge of the MRI Concept/Evolution environment.
• Maintain useful documentation and knowledge resources.
• Share knowledge across the CAFM support team.
• Become a reliable backup resource within the CAFM function.