> Markdown version of [/jobs/ext/2332761-support-analyst](https://www.wearedevelopers.com/jobs/ext/2332761-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** Kerridge Commercial Systems - **Location:** Tankersley, UK (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Software Applications, IBM Service Management Framework, Microsoft Office, Commercial Software, Data Logging, Servicenow - **Published:** August 12, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a8120a06f952ae5c ## About the Role * Finance Analysts will have a good general knowledge of accounting principles to trial balance level * Finance Analyst should ideally have an Accounting or Business Studies qualification, for example Degree * Excellent written and verbal communication skills * Microsoft Office skills with in-depth Excel knowledge * Understanding of ITIL service management principles - incident, problem, change and service request management * Confident troubleshooting and analytical skills for investigating financial application issues * Working individually and as part of a team towards the aims and objectives of the company as a whole. * To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures. * Maintain ongoing working co-operation with managers and staff within the department and the wider workplace. Desirable: * Understanding of standard business practises and Finance procedures as well as ERP systems * Experience in a software support environment or similar * ITIL Foundation certification (or willingness to work towards it) * Experience using a call-logging / ITSM tool (ServiceNow or similar), * Be able to investigate unfamiliar problems and generate an effective solution in a systematic and logical manner * Have excellent customer care and strong interpersonal skills * Project a professional image * Be adaptable and work as an effective member of a team * Be organised and manage own workload efficiently * Maintain a professional standard of communication at all levels * Work conscientiously and use initiative * Be calm under pressure and manage stressful situations * Adopt a positive, pro-active approach to work ## Description As an integral member of the Finance Support team, you will be responsible for assisting customers with queries and problems relating Finance to the KCS application software. The department also provides the customers with a variety of other services including installation of new software and customer training. The ideal candidate should ideally have a solid understanding of accounting fundamentals and troubleshooting as this role is essentially assisting the customers with the financial aspects of our software. Working within an ITIL-aligned service management framework, you will provide application support across the finance modules of the software - including General Ledger, Accounts Payable, Accounts Receivable, bank reconciliations, tax/VAT and period-end processing - managing incidents, service requests and problems through to resolution within agreed SLAs., * Support customers with problems and queries relating to the Klipboard application software * Accurately resolve problems using investigative and analytical skills * Identify and replicate problems that require a software change by Development * Work as part of the Support team * Work with other departments to provide solutions to the customer * Pro-actively taking ownership of a wide variety of calls and problems * Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement * Managing, prioritising and progressing their adopted calls, in particular * Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken * Regularly updating customers regarding the status of their calls * Effectively handling complaints and call escalation requests form customers * Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests * Continually and pro-actively acquiring and retaining knowledge of KCS products and systems * Pro-actively using the appropriate tools to gain and share knowledge * Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service * Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager as necessary regarding any sensitive customer issues * Following and applying the standard Commercial Software Support Procedures and Practices * Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Application Support Manager * Undertaking any other projects as required by the Support Manager * Manage the full lifecycle of incidents, service requests and problems in line with ITIL best practice - logging, categorising, prioritising and resolving calls accurately * Perform root-cause analysis on recurring incidents and contribute to problem management to prevent repeat issues * Provide application support across the finance modules of the software, including General Ledger, Accounts Payable, Accounts Receivable, bank reconciliations, VAT/tax and period-end and year-end close routines * Investigate and resolve financial data-integrity issues, including transaction postings, ledger imbalances and reconciliation discrepancies * Assist customers with financial reporting queries, month-end and year-end processing and the configuration of financial parameters within the application * Escalate incidents in line with defined escalation paths and prioritisation matrices, keeping customers and internal stakeholders informed throughout * Contribute to the knowledge base by documenting solutions, workarounds and known errors to enable faster resolution and customer self-service, * This role may require travel; therefore a valid driver's licence is desirable * Support analysts are required to work 3 standard shifts with an hour unpaid lunch break * Place of Work - Tankersley, Barnsley * Hours of Work - Rota is in operation (08:00- 16:30, 08:30 to 17:00, 09:30 to 18:00) ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)