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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Analyst - **Company:** Hawes and Curtis - **Location:** Greater London, UK - **Contract:** Permanent contract - **Skills:** Application Configuration Access Protocols, Business Software, Monitoring of Systems, Software Maintenance, Software Deployment, SQL Databases, Systems Integration, Test Scripts, Performance Monitor, Patch Management, Integration Frameworks, Data Management - **Published:** August 30, 2026 - **Apply:** https://www.collegerecruiter.com/job/2815448020-application-support-analyst ## About the Role * Proven experience in an application support, systems support, or IT support role with a focus on business applications rather than purely infrastructure or hardware. * Strong analytical and problem-solving skills with the ability to diagnose and resolve complex application issues in a methodical and structured manner. * Experience supporting ERP systems, stock management platforms, or similar enterprise business applications in a commercial environment. * Solid understanding of ITIL principles and experience working within a structured incident, change, and problem management framework. * Proficiency in SQL or the ability to write and interpret basic database queries for the purposes of data investigation and support. * Excellent communication skills with the ability to explain technical issues clearly and concisely to non-technical stakeholders at all levels of the business. * A proactive, ownership-oriented mindset with the ability to manage a varied and fast-moving workload effectively under pressure. ## Description The Application Support Analyst will work across a broad portfolio of applications including ERP systems, stock management platforms, e-commerce tools, and third-party integrations, providing both reactive support and proactive monitoring to minimise disruption to business operations. This is a role that demands a balance of strong technical knowledge, methodical problem-solving, and clear communication with both technical and non-technical stakeholders., * Act as the primary point of contact for all application-related incidents, service requests, and queries raised by users across the business - including head office, retail stores, and the e-commerce team. * Log, triage, and prioritise all incoming incidents and service requests via the helpdesk ticketing system, ensuring accurate and detailed records are maintained throughout the lifecycle of each ticket. * Diagnose and resolve application issues across a range of platforms including ERP systems, stock management software, CRM tools, e-commerce platforms, and any other business-critical applications within the support portfolio. * Monitor open incidents and service requests against agreed SLA targets, proactively following up to ensure all issues are resolved within the required timeframes. * Communicate clearly and professionally with end users throughout the incident lifecycle, providing regular updates on progress and managing expectations effectively. * Conduct root cause analysis on recurring incidents, identifying underlying issues and working with the development team to implement permanent fixes. Application Maintenance & System Monitor * Proactively monitor the performance, availability, and integrity of all supported applications, identifying and addressing potential issues before they impact business operations. * Perform routine application maintenance tasks including patch management, system updates, configuration changes, and scheduled housekeeping activities in line with agreed change management procedures. * Monitor system logs, error reports, and performance dashboards to identify anomalies, trends, or early warning signs of application instability. * Manage and maintain application configuration documentation, ensuring all records are accurate, up to date, and accessible to the wider IT team. * Coordinate with third-party software vendors and managed service providers to manage scheduled maintenance windows, updates, and support escalations. * Support the testing and validation of application updates, patches, and new releases in a non-production environment before deployment to live systems. * Maintain and update a knowledge base of known issues, workarounds, and resolution steps to improve the efficiency of future support activity. ERP & Stock Management Support * Provide dedicated application support for the ERP system and in-house stock management programme, working closely with the development team and end users to resolve issues promptly and accurately. * Support the configuration, testing, and deployment of ERP updates, new modules, and system enhancements, ensuring all changes are thoroughly tested before being released to a live environment. * Assist in the management and integrity of master data within the ERP system, including product data, supplier records, and store configurations. * Support data management activities including imports, exports, and basic database queries using SQL or equivalent, under the guidance of senior developers where required. * Liaise with store teams and head office users to understand application pain points and work with the development team to prioritise and deliver improvements. * Provide technical support during critical trading periods - including peak seasons, sale events, and new system rollouts - to ensure operational continuity across all 17 store locations and the D2C website. User Support, Training and Documentation * Provide clear, patient, and professional application support to end users across all levels of the business - from store colleagues to senior management - adapting communication style to suit the audience. * Develop and maintain user-facing guidance documentation, FAQs, how-to guides, and knowledge base articles that reduce repeat queries and build user confidence and self-sufficiency. * Deliver training sessions and onboarding support for new users on key applications, ensuring they are equipped to use systems effectively from day one. * Support the rollout of new applications or system updates to the wider business, coordinating training and communications to ensure a smooth transition for all users. * Gather and document user feedback on application functionality and usability, sharing insights with the development team to inform ongoing improvement priorities., * Participate in change management processes, reviewing proposed changes to applications and assessing their potential impact on business operations and end users. * Support the testing and quality assurance of new application features, integrations, and system developments - writing and executing test scripts and documenting outcomes clearly. * Contribute to the planning and execution of application deployment activities, supporting go-live events and post-deployment hypercare periods. * Assist in the documentation of business requirements, functional specifications, and technical processes as part of wider IT project activity. * Work collaboratively with the development team, business analysts, and project managers to ensure application support considerations are factored into all technology projects from the outset. ## Related Videos - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Are Classical Automation Frameworks Dead? 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