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Role Overview
We currently have a vacancy for a Senior Software Support Analyst within the Business Systems Team based at the Head Office in Cheltenham. The role combines deep technical troubleshooting with strong business process understanding, ensuring that data flows seamlessly between systems while maintaining optimal application performance, reliability, and data integrity. It also focuses on enhancing the overall user experience of the core business applications including ERP, CRM, E‑commerce and Back‑Office systems.
Responsibilities
* Application Support & Maintenance
o Deliver Tier 2/3 support for all Back Office Applications
o Troubleshoot application errors, integrations, and user issues through detailed log and data analysis
o Manage application configurations, permissions, and scheduled tasks
o Monitor system availability and ensure SLAs for uptime and response are met
* Incident, Problem & Change Management
o Manage escalated incidents, perform root cause analysis, and implement preventative measures
o Document resolutions and contribute to a shared knowledge base
o Assist with regression testing, deployment validation, and environment refreshes
o Participate in change control processes to ensure controlled and documented releases
* Continuous Improvement & Collaboration
o Work with business stakeholders to identify and scope system enhancements
o Collaborate with vendors and developers on integration improvements and bug fixes
o Mentor junior analysts in SQL querying, debugging, and data validation best practices
* Integration & Data Management
o Write, optimise, and execute SQL queries to investigate data discrepancies, performance issues, and transactional inconsistencies
o Perform data reconciliation and correction between systems
o Support the design, testing and maintenance of data integration pipelines (e.g., via APIs, middleware, SSIS, Azure Data Factory, or custom ETL tools)
o Support automated data syncs, stored procedures and scheduled jobs, ensuring successful execution and error handling
Skills & Qualifications
* 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, 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 organisational skills and excellent verbal and written communication skills
* Ability to work on own initiative and a keen attention to detail
About Us
We are a purpose‑driven, people‑first organisation on an exciting journey to reach a £100m annual turnover and beyond. We combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients across Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities and Workwear. In August 2025 we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies worldwide for sustainability. We are proud to be #commercialbynature, a team driven by values, sustainability and continuous improvement.
Benefits
* A base salary of up to £40,000 – £45,000 per annum (depending on experience)
* Hybrid working structure with 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 to support you and your growing family
* Life Assurance, offering cover equivalent to four times your salary
* Access to health & wellbeing support including 24/7 GP access, physiotherapy and a confidential Employee Assistance Programme
* Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family and friends
* Feel‑good extras including volunteering days, onsite parking at all four offices, free refreshments, an employee community platform and weekly company‑wide Learning Days, cycle‑to‑work and EV schemes, flexible working options and more
Training & Development
We invest in our people – 86% of our Senior Managers and 80% of our Directors have been promoted internally. Whether you are just starting out or looking to grow, your development journey is unique and we support you with training and development opportunities for career growth.
Diversity & Inclusion
We believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard and valued, no matter your background. Our initiatives include support around menopause, neurodiversity, mental health and more – we stand beside one another to celebrate what makes us unique.
Equal Opportunity
We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation or socio‑economic background.
To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial.co.uk/careers.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
IT System Training and Support
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