Careers with Sicon

At Sicon we design and develop  applications solely for Sage 200, this allows us to  produce innovative, high quality & highly functional additions.

We’re looking for dynamic team players that are willing to go the extra mile for our customers. You must be prepared to take ownership for ensuring that our customers are always kept informed, and will be a professional individual whose is able to provide expert solutions.

We pride ourselves on our commitment to not only our customers, but our staff too. We offer competitive benefits packages and where appropriate, training will be provided to help you progress your career.

If you feel you would work well at Sicon and have the experience and drive we are looking for, please send your CV, with a covering letter, to careers@sicon.co.uk.

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Product Owner

Sicon is looking for someone to taken on the role of Product Owner who is able to translate business strategy into a technical roadmap in collaboration with leaders across the business. Reporting directly to the Managing Director, as a Product Owner you will work closely with the Sales, Support, Professional Services & Development teams to help identify, define & deliver new features for our suite of software products.

Key Responsibilities:

  • Understanding your product and its users, market, competition, and future trends.
  • Conducting research & analysis across our user and partner base to identify client requirements to advance the functionality and value of the product.
  • Leading project scoping and eliciting business requirements, translating these into technical requirements and user stories to achieve the objectives of the project.
  • Responsible for writing requirements documentation including Use Cases, User Stories and associated Acceptance Criteria.
  • Take an active role in the sprint process (planning, reviews & retrospectives), playing a key role in the prioritization and ongoing support of the development process.
  • Assist in planning the ongoing product roadmap and backlog.
  • Assist in the maintenance of the requirements backlog, ensuring requirements are of a high quality and contain all the information required by the development team to complete the work.
  • Support the development teams throughout delivery, answering questions and making well-considered course corrections when necessary.
  • Produce all appropriate documentation to ensure both the ongoing development and releases are communicated clearly to both the business and the client base.
  • Work with other Product Owners across the business to help consolidate and strengthen the links between the entire Sicon suite.
  • Work with our Professional Services team – ensuring product meets customer needs and assisting with complex projects / implementations.
  • Work with our Customer Services team – ensuring team has skills & processes in place to effectively support our products.

Required Skills & Experience:

  • Proven Product Owner experience in a software development environment – with experience leading the delivery of a product or product features. From eliciting requirements and project scoping, right through the project lifecycle, including implementation support.
  • Strong business acumen – a good business head with the ability to make sound decisions that align with company goals and customer needs.
  • A good communicator with strong interpersonal skills. An ability to clearly communicate both verbally and in writing with stakeholders at all levels both within the business and with clients.
  • A creative thinker. An ability to define solutions that help Sicon continue to innovate and keep our clients engaged.
  • Tech- savvy – whilst you don’t need to be able to code, we like our PO to be tech-savvy enough to understand the nuances and workings of our technologies.
  • Experience managing work items using Jira, DevOps or similar software.
  • The ability to respond to new information quickly in a rapidly changing environment and balance conflicting priorities.

If you feel you would work well at Sicon and have the experience and drive we are looking for, please send your CV, with a covering letter, to careers@sicon.co.uk.

1st Line Customer Support

This role is dedicated to provide 1st Line application support on Sicon Products to Business Partners and End Users. Previous experience in a similar role is preferred however full training will be provided.

In this position you would be expected to be the first point of contact to all BP, End User, Customer and supplier interactions as part of a team within the wider Sicon Support function. There will be a requirement to log cases, follow a prioritisation and categorisation model, distribute reports and coordinate resources.

Key Responsibilities:

  • 1st Line case logging for all service requests, incidents and RFC (ensuring relevant parties are kept fully informed of progress as appropriate);
  • Generation and distribution of reports (as required/appropriate);
  • Scheduling and allocating of resource for upgrades and installations, in coordination with other teams;
  • Ensuring correct priority is allocated to cases and escalating to Customer Support Manager;
  • Adhere to defined policies and processes, ensuring the support team provide a consistent and professional service at all times;
  • Assist the Support Team in its daily operation.

In order to carry out the duties above, you will need to be a confident communicator with good listening and transcription skills and able to make notes regarding technical issues. There is also the requirement for a high level of customer service and support at all times, having in the background a strong work ethic and also being able to work on own initiative as well as in teams.

Applicants must be based in the UK and daily presence in the office in Bury St. Edmunds is essential. Salary depending on experience. Working hours are Monday to Friday from 9am until 5pm.

If you find this role to be ideal for you, please send your CV with a covering letter to careers@sicon.co.uk.

Application Support Team Leader

For over 25 years, Sicon has been developing integration software for Sage and now is looking to recruit a Application Support Team Leader to join our growing team!

This role will require you to be responsible for leading the Support team to ensure the timely resolution of Business Partner and Customer issues and the smooth operation of our Support function. You will play a crucial role in promoting and maintaining high levels of customer satisfaction and ensuring the quality of our support services.

The responsibilities of the role are varied and can be group in 3 areas.

Team Leadership:

  • Lead, mentor, and coach a team of Support consultants (1st – 3rd line).
  • Foster a collaborative and high-performance culture within the team.
  • Identify training and development needs for team members to enhance their skills and knowledge.

Incident Management:

  • Oversee the resolution of client-reported issues and incidents within defined SLAs (Service Level Agreements).
  • Prioritize and escalate critical issues appropriately to ensure timely resolution.
  • Coordinate with other teams such as development, QA, and product management to address complex issues and implement permanent solutions.

Process Improvement:

  • Assist in continuously evaluating and improving support processes and procedures to enhance efficiency and effectiveness.
  • Assist in identify recurring issues and root causes and work with the development team to implement preventive measures.
  • Implement best practices for incident management, knowledge sharing, and documentation.

Essential requirements:

  • 3+ Years experience in Customer Services
  • Excellent experience of Microsoft Office products
  • 3+ Years experience in use of Case management tools (ticketing systems/CRM)

Preferred but not essential:

  • 5+ Years experience in a Servicedesk environment
  • 3+ Years experience in a Software/Application Support environment
  • Good technical ability/knowledge/aptitude to translate technical issues into case notes

Applicants must be based in the UK and even though hybrid working is available a mandatory presence in the office is essential. Salary depending on experience.

If this opportunity is for you, please send your CV with a covering letter to careers@sicon.co.uk.

Project Coordinator

Sicon is looking to recruit a Project Coordinator to join and support our Professional Services Department.

Main responsibilities will be the Day to day running of new and existing projects. Which range from fresh implementations and upgrade projects. You will see the project through from the start, which would involve making sure any pre reqs are in place and scheduling dates. Then assisting with queries throughout the project, invoicing each session, and making sure that the customer is ready to go live at the end of the project.

Each Project coordinator will be allocated Business Partners, who they will then liaise with on the BP’s own projects, projects that Sicon will implement and assist with general project queries (for example sending software and quoting for consultancy).

You will be responsible in updating our internal systems. Communicating with customers, Business Partners and also internal colleagues in order to role out our projects as smoothly as possible.

The team will work together to utilise consultants diaries in order to achieve the forecast for each month.

The successful applicant must be highly organised with excellent attention to detail with good communication skills and work well within busy team.

Applicants must be based in the UK and daily presence in the office in Bury St. Edmunds is essential. Salary depending on experience. Working hours are Monday to Friday from 9am until 5pm.

If this opportunity is for you, please send your CV, with a covering letter, to careers@sicon.co.uk.