Support Analyst

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Date: Jun 8, 2022

Location: London, GB

Company: Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 175 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow. 

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Springer Nature

Support Analyst


About us


Springer Nature is one of the world’s leading global research, educational and professional publishers. It is home to an array of respected and trusted brands and imprints, with more than 170 years of combined history behind them, providing quality content through a range of innovative products and services. Every day, around the globe, our imprints, books, journals and resources reach millions of people, helping researchers and scientists to discover, students to learn and professionals to achieve their goals and ambitions. The company has almost 13,000 staff in over 50 countries.


About the team

Global Business Systems works with teams across Springer Nature to ensure they have access to the systems and technology they need to operate effectively. We want teams to feel enabled by our tools – and we work to make this happen. Our objective is to centralise as much of the business onto as few platforms as possible so that our business operations are more unified and efficient. Our key aim is to achieve consistency, continuity and efficiency for the technical systems used at Springer Nature.

Applications supported by Global Business Systems include Lumapps, Salesforce, Workfront, iManage, SAP and various tools built by our in-house developers.


Purpose of the role

The Support Analyst will support end users in the use of systems and applications and analyses and resolves errors. They will provide monitoring, administration and maintenance to ensure flawless operation of IT systems and applications.

The main focus of the Support Analyst role will be to deliver high-quality support to users of Springer Nature’s intranet, which is built on the Lumapps platform. Our instance of Lumapps has a global user base comprising the 12,000+ employees of Springer Nature.




Experience in a user support or comparable role

Comparable technical experience with supported platforms and/or extensive business experience.



Basic knowledge about operating systems, hardware and software architecture.

Proficient in the use of tools like Office applications, ticketing and documentation tools, monitoring tools, system utilities etc.

Very good analytical skills.

Understands the impact and risks issues and their solutions have, makes appropriate decisions, prioritizes tasks and implements solutions.

Communicates clearly, effectively and proactively with technical staff and colleagues as well as with key stakeholders and end users.

Builds and manages effective relationships based on respect and mutual trust with users, stakeholders and colleagues.

Works effectively within an intercultural, multi-local team environment and collaborates with colleagues to achieve shared goals.



Bachelor degree in Computer Science is desirable but not essential

Related technical discipline or equivalent technical training is desirable



Internal applicants please inform your line manager when applying for the role.

Springer Nature is a Disability Confident Committed Employer and we encourage applications from candidates with disabilities. If you consider yourself to have a disability or learning difficulty and wish to submit your application in an alternative format or would like to discuss reasonable adjustments during the application and interview process, please get in touch either by phone on +44 (0)207 014 4020 or by email so we can make any necessary arrangements. 

At Springer Nature we value and celebrate the diversity of our people. We recognise the many benefits of a diverse workforce and strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.