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