Application Support Analyst

An exciting new opportunity is available to join my clients established IT Team, supporting Applications across the business. The successful candidate will ideally have experience with Business Central / NAV, or ERP, either working in an IT support role or as a Superuser for a system.

We are looking for a proactive and detail-oriented Application Support Analyst to join our team. This role plays a key part in maintaining the smooth operation of Applications across our group of businesses, supporting system integrations, managing support tickets, and collaborating with internal teams and external suppliers.

While prior experience with our applications is beneficial (e.g., Microsoft 365/SharePoint, FileMaker, ERP systems such as Business Central), we also welcome strong problem-solvers with a genuine interest in application support who are eager to learn. Comprehensive onboarding and ongoing training will be provided.

This position is based on-site at our Head Office in Poole, Dorset. The role requires a regular presence at the head office to support internal systems and users, with only occasional travel to other sites as needed.

Key Responsibilities

Support Ticket Management

• Triage incoming tickets across internal applications (e.g., Microsoft Business Central, Slim4, Warehouse Management Systems, Trade Websites, Product Database, Zendesk).
• Prioritize incidents based on business impact and user urgency; escalate when required.
• Highlight and progress Controlled Change Requests (CCRs) through the agreed process.
• Log issues with suppliers where appropriate and maintain clear, timely status updates

Integration Monitoring & Resolution

• Monitor and action system and data integration errors across group companies (e.g. order imports, shipment/receipt confirmations, stock updates between ERP and WMS, exports/imports between core apps).
• Investigate root causes, liaise with relevant departments, and oversee fixes.
• Coordinate with stakeholders to correct data at source and implement guardrails to reduce repetition.

Change, CCR & Bug Tracking

• Log and track CCRs, ensuring scope, approvals, test evidence, and deployment steps are captured.
• Identify and report defects/configuration gaps; follow through to resolution and post-fix validation.

User Support & Testing (UAT)

• Provide hands-on support to end users across Finance, Operations, and other functions of the businesses.
• Assis with User Acceptance Testing for code/configuration changes, deployments, and fixes.

3rd Party Support Coordination

• Raise and manage tickets with suppliers; supply reproducible steps, logs, and clear business requirements.
• Follow up on unresolved tickets and communicate progress to stakeholders.

Documentation & Knowledge Base

• Maintain up-to-date support documentation, standards, and end-user guides.
• Curate and publish resources to the internal knowledge base to enable self-service.

Knowledge, Experience and Skills required

Required

• High proficiency with Microsoft Office applications (Excel, Word, Outlook, Teams).
• Understanding of system integrations (data flows, import/export, interfaces, error logs).
• Strong customer support and communication skills with clear, concise updates.
• Solid troubleshooting and testing capability; structured, evidence-based problem-solving.
• Effective time management and prioritisation in a ticket-driven environment.

Desirable

• Experience in an ERP Support role (preferable Business Central/NAV)
• Hands-on experience with other application support e.g. Microsoft 365/SharePoint administration, FileMaker
• Familiarity with support/ticketing systems (e.g. HaloITSM, Zendesk).

Attributes Required

• Curious, inquisitive and systems-literate.
• Solution-focused and calm under pressure; strong ownership and follow-through.
• Collaborative team player across IT, Finance, Operations, and external partners.
• Diligent in documentation and keen on continuous learning.
• Proactive in identifying and addressing potential issues before they escalate.
• Adaptable to changing technologies and business needs.
• Clear and effective communicator with both technical and non-technical stakeholders.
• Committed to fostering a positive user experience and continuous process improvement