Senior Software Support Analyst

Our client, a leading organisation specialising in business transformation and technology services, is hiring a Senior Software Support Analyst to play a key role in supporting and improving its core business systems.

This role combines advanced technical troubleshooting with a strong understanding of business processes, ensuring critical applications across ERP, CRM, e-commerce and back-office platforms run smoothly, reliably, and securely. You'll have a real impact on data integrity, system performance, and user experience across the organisation.

What you'll do

Application Support & Maintenance

• Provide Tier 2/3 support for back-office business applications
• Diagnose and resolve application, integration, and user issues through detailed log and data analysis
• Manage application configurations, permissions, and scheduled tasks
• Monitor system availability and ensure uptime and response SLAs are met

Incident, Problem & Change Management

• Own escalated incidents, performing root cause analysis and implementing preventative fixes
• Document resolutions and contribute to a shared knowledge base
• Support regression testing, deployment validation, and environment refreshes
• Participate in change control to ensure controlled, well-documented releases

Continuous Improvement & Collaboration

• Partner with business stakeholders to identify and scope system enhancements
• Work with vendors and developers on bug fixes and integration improvements
• Mentor junior analysts in SQL querying, debugging, and data validation best practice

Integration & Data Management

• Write and optimise SQL queries to investigate data discrepancies and performance issues
• Perform data reconciliation and correction between integrated systems
• Support the design, testing, and maintenance of data integration pipelines (APIs, middleware, ETL tools)
• Monitor automated data syncs, stored procedures, and scheduled jobs, ensuring reliable execution

You'll work closely with IT, vendors, developers, and business stakeholders to ensure systems effectively support day-to-day operations and future growth.

• 5+ years' experience in software or application support roles
• Proven experience supporting ERP, CRM, and e-commerce platforms
• Advanced SQL skills (T-SQL / SQL Server), including complex queries and stored procedures
• Experience with API integrations (REST, OData, SOAP) and middleware platforms
• Hands-on use of ITSM / helpdesk tools for incident, problem, and change management

The ideal candidate will be highly organised, detail-oriented, and confident working independently, with excellent written and verbal communication skills and a collaborative mindset.

Why join?

• Hybrid working with flexibility built in
• A strong focus on wellbeing, learning, and career development
• Modern, newly refurbished HQ designed for collaboration and creativity
• A purpose-driven culture with sustainability and continuous improvement at its core