Overview
Join to apply for the Senior Software Support Analyst role at Commercial.
This vacancy is based in the Business Systems Team at the Head Office in Cheltenham. Reporting to the IT Director, the Senior Software Support Analyst provides advanced support across the organisation’s core business applications including ERP, CRM, E-commerce and Back-Office systems. The role combines deep technical troubleshooting with strong business process understanding to ensure data flows between systems with optimal application performance, reliability, and data integrity, while enhancing the user experience and ensuring that business applications are efficient and intuitive.
Your responsibilities as a Senior Software Support Analyst
* Application Support & Maintenance: Deliver Tier 2/3 support for all Back Office Applications; Troubleshoot application errors, integrations, and user issues through detailed log and data analysis; Manage application configurations, permissions, and scheduled tasks; Monitor system availability and ensure SLAs for uptime and response are met.
* Incident, Problem & Change Management: Manage escalated incidents, perform root cause analysis, and implement preventative measures; Document resolutions and contribute to a shared knowledge base; Assist with regression testing, deployment validation, and environment refreshes; Participate in change control processes to ensure controlled and documented releases; Work with business stakeholders to identify and scope system enhancements; Collaborate with vendors and developers on integration improvements and bug fixes; Mentor junior analysts in SQL querying, debugging, and data validation best practices.
* Integration & Data Management: Write, optimise, and execute SQL queries to investigate data discrepancies, performance issues, and transactional inconsistencies; Perform data reconciliation and correction between systems; Support the design, testing, and maintenance of data integration pipelines (e.g., via APIs, middleware, SSIS, Azure Data Factory, or custom ETL tools); Support automated data syncs, stored procedures, and scheduled jobs, ensuring successful execution and error handling.
About you
* 5+ years in software or application support with a strong focus on database and integration troubleshooting.
* Experience supporting ERP / CRM / E-commerce environments such as:
* Microsoft Dynamics 365 (Business Central / NAV / CRM)
* Shopify / Magento / WooCommerce or similar
* Advanced SQL skills (T-SQL / SQL Server) including writing complex queries, joins, triggers, and stored procedures.
* Familiarity with API integrations (REST, OData, SOAP) and middleware platforms.
* Hands-on experience using helpdesk or ITSM systems such as HaloPSA, ConnectWise, ServiceNow, or Jira Service Management for ticketing, change control, and incident tracking.
* Exceptional organizational skills
* Excellent verbal and written communication skills
* Ability to work on own initiative
* Must have excellent attention to detail
About us
We’re Commercial – a purpose-driven, people-first organisation that’s growing and values sustainability, continuous improvement, and a strong culture. We are focused on Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.
In August 2025, we achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.
We’re proud to be #commercialbynature and are excited about joining our brand-new, state-of-the-art offices in a refreshed HQ environment designed to support creativity, collaboration, and wellbeing.
We offer a benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish. Here’s what you can look forward to:
* A base salary of up to £40,000 - £45,000 per annum (depending on experience)
* Hybrid working structure with the flexibility to work from home for part of the week
* A generous holiday allowance of 25 days plus bank holidays, increasing with length of service
* An enhanced family leave package
* Life Assurance, cover equivalent to four times your salary
* Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and an Employee Assistance Programme
* Mortgage advice access for you and your family
* Wellbeing and lifestyle perks including volunteering days, onsite parking, refreshments, Learning Days, and flexible working options
Training and Development
We invest in our people and offer training and development opportunities to support career growth.
Diversity & Inclusion
We are committed to creating an inclusive workplace and supporting diversity across all dimensions. We welcome applicants from all backgrounds and experiences, and we protect personal data in accordance with our recruitment policies.
We are an equal opportunity employer and welcome applications from all individuals. To learn more about who we are and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology and Analyst
* Industries: Business Consulting and Services
We are not including extraneous job intent prompts or unrelated postings. This description reflects the Senior Software Support Analyst role and related employment information.
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