Senior Software Support Analyst

OverviewWe currently have a vacancy for a Senior Software Support Analyst within the Business Systems Team based at the Head Office in Cheltenham. Reporting to the IT Director, you will provide advanced support across the organization’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 seamlessly between systems while maintaining optimal application performance, reliability, and data integrity, and to enhance the user experience.ResponsibilitiesApplication 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, 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.Continuous Improvement & Collaboration: 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, optimize, and execute SQL queries to investigate data discrepancies, performance issues, and transactional inconsistencies. Perform data reconciliation and correction. 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 you5+ 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 for ticketing, change control, and incident tracking (e.g., HaloPSA, ConnectWise, ServiceNow, Jira Service Management).Exceptional organizational skills and excellent verbal and written communication. Ability to work on own initiative and maintain high attention to detail.About usWe’re Commercial – 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. Our areas of specialism include 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 – a team driven by values, sustainability, and continuous improvement. Our HQ is undergoing refurbishment, and you’ll be working in a brand new, state-of-the-art office space designed to support creativity, collaboration, and wellbeing.BenefitsA base salary of up to £40,000 - £45,000 per annum (depending on experience). Hybrid working with flexibility to work from home for part of the week.25 days holiday plus bank holidays, increasing with length of service. Enhanced family leave package.Life Assurance, health & wellbeing support (including 24/7 GP access, physiotherapy, and confidential Employee Assistance Programme).Free mortgage advice from leading broker Charles Cameron & Associates for you, your family, and friends.Additional benefits including volunteering days, onsite parking, refreshments, employee community platform, Learning Days, cycle-to-work and EV schemes, and flexible working options.Training and DevelopmentWe invest in our people with opportunities for training and development to support career growth.Diversity & InclusionWe are committed to creating an inclusive workplace and encourage applications from all individuals regardless of background. We hire people, not checklists.We are an equal opportunity employer. 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. #J-18808-Ljbffr