Application Support Analyst - COINS

Langham Recruitment; Sheffield; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Car allowance

Hybrid work model

Job summary

Langham Recruitment is seeking an Application Support Analyst to join a Sheffield-based IT team, providing day-to-day support for COINS ERP and selected cloud applications. You will investigate incidents, manage user access and collaborate with business users and third-party suppliers to ensure timely, quality support.

You will help maintain documentation, support testing and participate in system updates, with a focus on continuous improvement and secure change management.

Qualifications

• ERP systems or business-critical applications experience.
• COINS ERP experience is desirable but not essential.
• User administration and permissions management.
• Troubleshooting and resolving application issues.
• Experience working with business users and technical teams.
• Familiar with incident management systems and ticketing.
• Experience with system upgrades, releases and testing.
• Experience with third-party software suppliers.
• Maintaining technical documentation and user guides.
• Proficient in Microsoft Office (Excel, PowerPoint, SharePoint).

Responsibilities

• Provide 1st and 2nd-line application support for COINS ERP and selected cloud applications.
• Investigate, troubleshoot and resolve incidents, service requests and application issues.
• Manage user access, permissions, role changes and account administration.
• Work closely with business users to understand issues and provide effective solutions.
• Record and manage incidents and service requests through SysAid, ensuring accurate documentation.
• Use JIRA to support demand management and change-related activities.
• Work with third-party suppliers, application owners and the wider IT team to resolve technical issues.
• Identify recurring incidents and recommend improvements to systems and business processes.
• Support system testing, releases, upgrades and service pack installations.
• Assist with post-change validation to ensure updates are working as expected.
• Maintain support documentation, user guides, FAQs and knowledge articles.
• Help improve user training and promote effective use of business applications.
• Identify opportunities for system enhancements and contribute to business improvement initiatives.
• Ensure application support activities comply with security, data protection and change management policies.

Skills

ERP systems

User administration

Troubleshooting

Incident management

System upgrades & testing

Documentation

JIRA

SysAid

Third-party software

COINS ERP

Tools

COINS ERP

SysAid

JIRA

Job description

Application Support Analyst – COINS & Cloud Applications | Sheffield/Hybrid | £45,000–£55,000 + Car Allowance

We're looking for a Support Analyst to join our client's IT team and play a key role in supporting COINS ERP and a range of cloud applications.

This is an excellent opportunity for someone with experience in application support, service desk, systems administration or ERP support who enjoys troubleshooting issues, working with users and improving business systems.

You’ll join the Business Analysis team, providing first-line and second-line application support while helping identify opportunities to improve systems, processes and the overall user experience. COINS experience would be advantageous but isn’t essential.

The Role

You’ll provide day-to-day application support for COINS ERP and selected cloud applications, investigating incidents, resolving user queries and managing access and configuration requests.

Working closely with business users, the wider IT team and third-party suppliers, you’ll ensure issues are resolved efficiently and that users receive a high standard of support.

You’ll also play an important role in continuous improvement, identifying recurring issues, maintaining support documentation and contributing to system updates, testing and controlled changes.

Key Responsibilities

• Provide 1st and 2nd-line application support for COINS ERP and selected cloud applications.
• Investigate, troubleshoot and resolve incidents, service requests and application issues.
• Manage user access, permissions, role changes and account administration.
• Work closely with business users to understand issues and provide effective solutions.
• Record and manage incidents and service requests through SysAid, ensuring accurate documentation.
• Use JIRA to support demand management and change-related activities.
• Work with third-party suppliers, application owners and the wider IT team to resolve technical issues.
• Identify recurring incidents and recommend improvements to systems and business processes.
• Support system testing, releases, upgrades and service pack installations.
• Assist with post-change validation to ensure updates are working as expected.
• Maintain support documentation, user guides, FAQs and knowledge articles.
• Help improve user training and promote effective use of business applications.
• Identify opportunities for system enhancements and contribute to business improvement initiatives.
• Ensure application support activities comply with security, data protection and change management policies.

Role Requirements

You’ll ideally have experience in:

• ERP systems or business-critical applications.
• COINS ERP (desirable but not essential).
• User administration, access management and permissions.
• Troubleshooting and resolving application issues.
• Working with business users and technical teams.
• Incident management and ticketing systems.
• Supporting system upgrades, releases and testing.
• Working with third-party software suppliers.
• Maintaining technical documentation and user guides.
• Microsoft Office, particularly Excel, PowerPoint and SharePoint.
• SysAid and JIRA (advantageous).

Salary and Benefits

• £5,700 annual car allowance.
• Hybrid working with twice a week in the Sheffield office
• Opportunity to develop specialist COINS ERP and business applications expertise.
• Exposure to business analysis, systems improvement and change management.
• Opportunity to develop within an established IT and Business Analysis team.