Software Support Specialist II Service & Governance

Job description

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together. **Role description:** The Software Support Specialist II provides advanced technical expertise to platform teams and the business, enabling the continued operation and optimization of applications. The role has a particular focus on dashboard development, KPI definition and reporting, operational performance analysis, and the development and maintenance of effective processes and procedures. The specialist translates operational data and stakeholder requirements into clear insights, standardized ways of working, and measurable service improvements. **Role accountabilities:** - Act as a platform-agnostic technical advisor, providing guidance and recommendations that support business and technical objectives. - Work closely with cross-functional teams to understand technical requirements and contribute to solutions that meet project goals and drive operational efficiency. - Design, develop and maintain dashboards and reports that provide clear visibility of service performance, application health, demand, workload, risks and improvement opportunities. - Define, document and maintain meaningful KPIs, measures and targets in collaboration with service owners, platform teams and business stakeholders. - Ensure dashboard and KPI data is accurate, traceable, consistently defined and presented in a way that supports operational and management decision-making. - Analyze performance trends, identify exceptions and recurring issues, and convert findings into practical recommendations and improvement actions. - Develop, document and continuously improve operational processes, standard operating procedures, work instructions, checklists and control points. - Monitor adherence to agreed processes and procedures, identify gaps and support corrective actions and process adoption across relevant teams. - Provide technical guidance and subject matter expertise to the business and platform teams. - Create and maintain specialty-specific KBAs plus monitor adherence and usage within support levels 1 and 2. - Help ensure the application estate is secure, reliable, and performing optimally. - Support resolution of escalations, feedback, and communications. - Ensure technical specifications, reporting definitions, processes and procedures align with industry best practices and Arcadis standards. - Shared accountability for effective communication and stakeholder management. - Contribute to continuous process improvement and the implementation of industry best practices in daily work. - Actively contribute to knowledge and best practices sharing across other teams within the tower. - Undertake other tasks assigned by the line manager. **Qualifications & Experience:** - Good technical knowledge and understanding of software platforms, applications and technology portfolios, with the ability to support day-to-day operations and service delivery activities. - Experience creating and maintaining operational dashboards and reports using tools such as Power BI, Excel or equivalent reporting and visualization platforms. - Ability to translate operational objectives into practical KPIs, clearly defined measures, data requirements and reporting views. - Good analytical skills, with the ability to validate data, interpret trends, identify exceptions and communicate actionable insights to technical and non-technical stakeholders. - Experience developing, documenting and improving processes, standard operating procedures, work instructions, workflows, controls and knowledge articles. - Understanding of process governance, including document ownership, review cycles, version control, approvals, adherence monitoring and continuous improvement. - Demonstrated ability to independently solve routine technical issues and complete assigned tasks in a logical, methodical and time-efficient manner when provided with high-level objectives or requirements. - Experience supporting software applications, enterprise platforms or technology services within a structured operational or support environment. - Strong interpersonal and communication skills, with the ability to work effectively both independently and as part of a global and geographically distributed team. - Good understanding of automation, scripting, data integration and software development technologies, including experience or exposure to tools and languages such as APIs, SQL, C#, Python, Power Query or similar technologies. - Knowledge of software licensing methodologies and technologies, including experience or familiarity with solutions such as Sentinel, RLM, FlexLM, FlexNet, CodeMeter or equivalent licensing platforms. - Experience working with technical documentation, knowledge articles and support procedures, ensuring accurate and consistent service delivery. - Ability to collaborate effectively with technical specialists, vendors and business stakeholders to support issue resolution, service improvements and operational objectives. - Strong attention to detail, with the ability to maintain accuracy and quality across reporting, data definitions, support activities, system configurations and documentation. - Experience supporting software deployments, upgrades, testing activities or application lifecycle management processes is desirable. - Collaborative working style that promotes accountability, continuous improvement and customer service excellence, aligned with the Arcadis Leadership profile of being curious, driving success and igniting passion. - Degree-level education in Information Technology, Computer Science, Software Engineering, Data Analytics, Business Process Management or another relevant discipline, or equivalent practical experience. - Relevant certifications in data visualization, business analysis, process improvement, software platforms, automation technologies, programming languages or application support disciplines are desirable. Why Arcadis? We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together. You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you. Together, we can create a lasting legacy. Join Arcadis. Create a Legacy. Our Commitment to Equality, Diversity, Inclusion & Belonging We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a ‘people first’ business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.