Senior Software Support Analyst

Role:
Senior Software Support Analyst

Location:

Gloucestershire (Hybrid working)

Salary: £40,000 – £45,000 + benefits

Benefits:
Hybrid working, enhanced leave, wellbeing support, modern HQ

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.

What we’re looking for

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

Apply now to play a key role in supporting and evolving critical business systems within a growing, forward-thinking organisation