Collinson Group
Application Support Specialist
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Collinson
Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.
Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.
Location: London (3ML) or Cape Town — candidate's choice
Working pattern: Hybrid
Role Purpose
The Application Support Specialist provides technical and functional support for software applications and integrations, including (but not limited to) Legal Applications, JIRA, Confluence, and GitHub across the organisation. The role ensures smooth operation, timely issue resolution within agreed SLAs, and ongoing enhancement of supported systems. The role involves close collaboration with developers, product managers, service desk teams, and end-users to deliver a reliable and high-quality application experience.
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Responsibilities
- Technical Support: Provide direct support for software applications by troubleshooting and resolving user enquiries.
- System Monitoring: Monitor application performance and ensure systems are running optimally.
- Collaboration: Work closely with software developers, system administrators, and end-users to facilitate smooth operations and implement improvements.
- Documentation: Maintain SOPs, user guides, and application performance metrics.
- Training: Conduct training sessions for users to enhance understanding of software applications and best practices.
- Continuous Improvement: Identify and recommend system improvements, optimisations, and enhancements.
- Manage and own Atlassian Cloud, GitHub Enterprise Cloud and Azure DevOps tools:
- Collaborate with software developers, system administrators, and other stakeholders to implement and maintain a scalable and reliable DevOps tools infrastructure.
- Implement security best practices, including role-based access controls.
- Monitor tools’ license consumption and compliance.
- Stay up-to-date with industry trends and emerging technologies, assessing their potential impact and recommending adoption where appropriate.
Required Skills & Qualifications
- 3+ years as Atlassian Cloud, GitHub Enterprise Cloud and Azure DevOps service owner
- Degree in Computer Science, Information Technology, or a related discipline, or equivalent knowledge gained through substantial experience in application support or development.
- Understanding of operating systems, databases, and application architectures.
- Experience using ITSM tools (e.g., JIRA) and version control platforms (e.g., GitHub).
- Knowledge of SDLC processes and best practices.
- Ability to troubleshoot application issues using logs, diagnostic tools, and scripts.
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Soft Skills
- Excellent written and verbal communication skills.
- Strong customer-service orientation.
- Effective problem-solving and analytical skills.
- Ability to work collaboratively across teams.
- Adaptability to handle multiple tasks and shifting priorities.
Desirable Skills
- Experience performing data fixes and routine back-end adjustments.
- Exposure to clinical or specialised business applications.
- Familiarity with software security, compliance standards, or regulated environments.
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success. We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work.
Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
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Jessica, London
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