Support Analyst

Based in Manchester on a hybrid basis, you'll report into our IT Business Partner for Financial Systems and work within an incident and problem management framework, ideally with hands-on experience of Open Accounts and/or Oracle NetSuite.

• Provide first and second-line support for key financial systems, ensuring timely resolution of incidents and service requests
• Monitor system performance and availability, proactively identifying and escalating issues before they impact the business
• Investigate, diagnose and resolve system faults, working closely with internal teams and third-party vendors where required
• Support financial period-end processes, ensuring systems are available and functioning correctly during critical business cycles
• Work closely with the wider Support function and development teams, engaging with the incident management process to log, track and resolve issues
• Liaise with infrastructure partners and third-party vendors to support investigation and resolution of system issues, escalating and coordinating as needed
• Provide training and guidance to end users on system functionality where needed
• Maintain accurate documentation of support processes, known issues and resolutions
• Assist with system upgrades, patches and testing, ensuring minimal disruption to finance users
• Support user access management, permissions and system configuration in line with agreed controls
• Contribute to continuous improvement initiatives to enhance system reliability and user experience

We're looking for someone who knows how to get things done and works well with others to make it happen.

You don't need to tick every single box, but you'll likely bring:

• Proven experience supporting financial or accounting systems in a business environmeny
• Some knowledge of core financial processes (e.g. accounts payable, accounts receivable, general ledger, period-end close), enough to understand how system issues affect finance operations
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently
• Excellent communication skills, with the ability to explain technical issues to non-technical stakeholders
• Ability to prioritise and manage multiple support requests in a fast-paced environment
• A methodical, detail-focused approach to troubleshooting and documentation
• An appreciation of document imaging systems

It would be great if you also have:

• Direct experience supporting Open Accounts and/or Oracle NetSuite
• Experience with database technologies for investigative and reporting purposes
• Familiarity with ITIL-aligned incident, problem and change management processes
• Experience working within a finance function or closely alongside finance teams
• Knowledge of system integrations between financial systems and other business applications

Most importantly, you'll bring the mindset of a Pro:

• You take ownership
• You communicate clearly
• You work collaboratively
• You look for better ways to do things
• You see things through properly

Pulled from the full job description

• Employee discount

At HSS ProService, we're here to take the friction out of hire. We've built a smarter, faster way for businesses to get the tools, equipment and materials they need. We connect customers with trusted suppliers through one simple online marketplace. But what really makes it work is our people. The Pros. The ones who step in, solve problems, keep things moving and make life easier for customers and each other. We use technology, teamwork and bold thinking to make things simpler, clearer and better every day. The Pros here are Progress Makers, Professionals, Problem Solvers and Proud of the work they do. People who take ownership, back each other, speak honestly and keep things moving. That means: * Say it. Own it. See it through. * Bring in the people power. * Be straight, be clear. * Recognise the graft. No big egos. No overcomplicated processes. Just good people doing good work together.