Application Support - COINS ERP

Marks Sattin (UK) Ltd; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Marks Sattin (UK) Ltd is seeking an Application Support Analyst to provide first- and second-line support for a business-critical ERP platform (COINS) and selected cloud applications. You will work closely with business users, IT colleagues and vendors to resolve incidents and service requests while maintaining access controls and quality documentation.

The role suits someone who enjoys problem-solving and aims for high service levels, balancing responsiveness with governance, security and

Qualifications

• Experience in application support or service desk.
• Able to explain issues in plain language.
• Strong organisation and prioritisation.
• Analytical and methodical with attention to detail.
• Excellent communication and stakeholder management.
• Continuous improvement mindset.
• COINS experience is desirable but not essential.

Responsibilities

• Provide 1st/2nd line support for ERP and key cloud apps.
• Triage incidents, gather evidence, resolve or escalate with detail.
• Log and maintain audit-ready tickets.
• Administer ERP access processes and permissions.
• Work with vendors and internal teams to progress cases.
• Identify repeat issues and convert to knowledge articles.
• Support testing and release activity.
• Create and maintain runbooks, FAQs, process notes.
• Feed insights into continuous improvement and requirements.
• Follow security, GDPR, and policy procedures.

Skills

ERP support

1st/2nd line support

Service desk

Stakeholder communication

Security & GDPR awareness

Troubleshooting

Vendor coordination

Tools

SysAid

JIRA

Microsoft 365

Job description

We're looking for an Application Support Analyst to provide first- and second-line support for a business-critical ERP platform (COINS) and selected cloud applications. Working closely with business users, IT colleagues and third-party vendors, you'll resolve incidents and service requests, manage user access and configuration changes, maintain high-quality support documentation, and help translate recurring support themes into controlled improvements.

This role suits someone who enjoys problem-solving, takes pride in good service, and can balance responsiveness with governance, security and auditability.

What you'll be doing

• Provide 1st/2nd line support for ERP and key cloud applications, keeping business processes running smoothly.
• Triage incidents, service requests, access queries and configuration issues; gather evidence, confirm impact, and resolve or escalated with clear detail.
• Log and maintain accurate, searchable, audit-ready tickets (including impact, investigation steps, resolution notes and follow-ups).
• Administer ERP access processes: user setup, role/permission changes, leaver processes, and access controls in line with policy and segregation-of-duties expectations.
• Work with vendors and internal teams to progress cases, validate fixes with users, and ensure robust closure.
• Identify repeat issues and convert them into knowledge articles, training improvements, problem records, or change/demand items.
• Support testing and release activity (service packs/upgrades), including post-change validation and transition into BAU support.
• Create and maintain runbooks, FAQs, process notes and user guidance to retain and share knowledge.
• Feed support insight into continuous improvement and requirements, supporting adoption of agreed changes.
• Follow security, data protection (GDPR) and corporate policies, including H&S and other relevant procedures.

Tools and ways of working

• Ticketing via SysAid (incidents/service requests)
• Demand/change activity tracked via JIRA
• Day-to-day collaboration using Microsoft tools (Excel, PowerPoint, SharePoint)

What we're looking for

• Experience in application support, service desk, systems administration or business support-ideally with ERP or other business-critical applications.
• Comfortable engaging users across different functions: able to understand process context, assess impact, and explain issues in plain language.
• Strong organisation and prioritisation skills; able to manage multiple tickets and shifting priorities in a fast-paced environment.
• Analytical and methodical approach with good attention to detail (investigation, pattern recognition, root cause thinking).
• Strong communication and stakeholder management skills; customer-focused, collaborative and dependable.
• A continuous improvement mindset-able to turn recurring support themes into practical improvements.
• COINS experience is desirable but not essential (training/learning mindset valued).

We are happy to provide application and/or accessibility support, please contact your Marks Sattin or Grafton consultant directly to discuss your needs. We're committed to protecting the privacy of all our candidates and clients, please visit https://www.markssattin.co.uk/privacy and https://uk.grafton-recruitment.com/en/privacy-policy-1 for our privacy policy.