Application Support Analyst

Nisbets; West of England; Hybrid; GBP 36,000 - 48,000; Full time

Job summary

Nisbets Limited is seeking an Application Support Analyst to join our IT team in Avonmouth, with hybrid working after training. You’ll support ERP, OMS, payments and EDI across retail, eCommerce, warehouse and finance, resolving incidents and enabling continuous improvement.

You’ll collaborate with Service, Infrastructure, Development and Business Change teams, handling change requests, patches and on‑call shifts to keep critical business systems reliable.

Qualifications

• Experience supporting business-critical applications in a commercial environment.
• Experience with ERP and OMS platforms in a complex business setting.
• Working knowledge of Microsoft 365 applications and SQL querying.
• Understanding of application integrations, data management and workflows.
• Experience in retail, distribution, warehousing or supply chain environments.

Responsibilities

• Own, progress and resolve incidents and service requests within SLAs.
• Collaborate with software vendors and third-party providers to resolve issues.
• Maintain core business applications including ERP, OMS, payment processing and EDI.
• Support end-to-end supply chain processes across warehousing, inventory and finance.
• Participate in changes, patches, and test updates under change control.
• Support integrations and data management across ERP, OMS and related systems.
• Ensure reliable end-to-end workflows for orders, stock movements and deliveries.
• Work with Development/Infrastructure to maintain business services.

Skills

SQL querying

Customer service

Stakeholder management

Problem solving

Communication

Prioritisation

Multi‑channel operations

Tools

ERP systems

OMS systems

Microsoft 365

SQL Server

IIS

.NET

EDI integrations

Third‑party integrations

Job description

Nisbets Limited are currently recruiting for an Application Support Analyst to join our IT team, supporting the stability, performance and continuous improvement of our core business systems.

This role will be based at our Fourth Way office in Avonmouth, with flexibility to work from home as part of a hybrid working pattern following a period of training.

As an Application Support Analyst at Nisbets, you will be part of a collaborative team responsible for supporting a wide range of business‑critical applications used across our retail, eCommerce, warehouse and finance operations. You will play a key role in resolving incidents, managing service requests, supporting system enhancements and ensuring applications continue to meet evolving business needs.

This is a fast‑paced and varied role, requiring strong analytical skills, excellent customer service and a proactive approach to problem solving. You will work closely with colleagues across Service, Infrastructure, Development and Business Change teams, as well as third‑party suppliers, to maintain reliable and effective business systems.

Key Accountabilities

• Own, progress and resolve application incidents and service requests within agreed service levels.
• Liaise with software vendors and third‑party providers to investigate and resolve system issues.
• Administer and maintain core business applications, including ERP, Order Management Systems (OMS), payment processing, document management, EDI and digital sales channel solutions.
• Provide application support for critical business processes across supply chain, warehousing, logistics, inventory management, order fulfilment, finance and customer operations.
• Assess and deliver approved application change requests, contributing expertise to projects and continuous improvement initiatives.
• Test and implement approved application patches and updates in line with change control processes.
• Support application integrations, interfaces, data management and replication activities across ERP, OMS and associated business systems.
• Monitor and support end‑to‑end operational system workflows, ensuring reliable processing of customer orders, stock movements, warehouse transactions and supply chain data.
• Work collaboratively with Development and Infrastructure teams to maintain reliable end‑to‑end business services.
• Partner with business stakeholders to understand requirements, identify system enhancements and support changing business needs.
• Provide technical expertise and support for business‑critical operational systems, ensuring alignment with evolving logistics, supply chain and commercial requirements.
• Contribute to system optimisation initiatives that improve operational efficiency, order accuracy and service performance across the business.
• Participate in on‑call and out‑of‑hours support activities as required.

Capabilities, Skills and Experience Required

Essential Requirements (Must Have)

• Previous experience in an Application Support Analyst or similar IT support role.
• Demonstrable experience supporting business‑critical applications in a commercial environment.
• Experience supporting ERP (Enterprise Resource Planning) and OMS (Order Management System) platforms within a complex business environment.
• Working knowledge of Microsoft 365 applications.
• Intermediate SQL querying skills.
• Understanding of application integrations, interfaces, data management, replication and workflow concepts.
• Broad understanding of business processes and how technology supports operational performance.
• Knowledge of networking, IIS, .NET and core infrastructure principles relevant to application support.
• Excellent customer service, communication and stakeholder management skills.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines in a fast‑paced environment.
• Ability to work collaboratively with technical teams, business users and external suppliers.
• Experience within retail, distribution, logistics, warehousing, supply chain or multi-channel operational environments.
• Working knowledge of end‑to‑end supply chain processes including order fulfilment, inventory management, warehouse operations and customer delivery journeys.
• Experience supporting eCommerce and digital sales channel applications.
• Exposure to EDI and third‑party logistics integrations.