Software Support Specialist II Service

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#,