Senior Software Support Analyst

ECS Resource Group Ltd; Cheltenham; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A technology solutions company in Cheltenham seeks a Senior Software Support Analyst to enhance support across core business applications. The role requires at least 5 years of experience, strong SQL skills, and familiarity with ERP, CRM, and E-commerce environments. The Analyst will focus on application maintenance, incident management, and system optimization to ensure operational efficiency and user satisfaction.

Qualifications

• 5+ years' experience in software/application support with strong focus on databases and integrations.
• Experience supporting ERP/CRM/E-commerce environments.
• Advanced SQL skills (T-SQL/SQL Server) for complex queries.

Responsibilities

• Application support and maintenance.
• Incident, problem and change management.
• Continuous improvement and collaboration.
• Integration and data management.

Skills

Software/application support

Database management

API integrations

Advanced SQL

Tools

HaloPSA

ServiceNow

Jira Service Management

Job description

Senior Software Support Analyst

Location: Cheltenham (Hybrid working)

Salary: £40,000-£45,000 per annum (DOE)

Overview

We are looking for a highly skilled Software Analyst to join our Business Systems Team at our Head Office in Cheltenham. In this role, you will provide advanced support across the organisation's core business applications, including ERP, CRM, E-commerce, and Back‑Office systems.

This is a role that combines deep technical troubleshooting, strong business process understanding, and a passion for system optimisation. You will ensure seamless data flow between applications, deliver robust support, and enhance the overall user experience—making sure our business systems remain efficient, intuitive, and aligned to operational needs.

Key Responsibilities

• Application Support & Maintenance
• Incident, Problem & Change Management
• Continuous Improvement & Collaboration
• Integration & Data Management

About You

• 5+ years' experience in software/application support with strong focus on databases and integrations.
• Experience supporting ERP/CRM/E-commerce environments (e.g., Microsoft Dynamics 365 Business Central/NAV/CRM, Magento, Shopify, WooCommerce).
• Advanced SQL skills (T‑SQL/SQL Server): complex queries, joins, triggers, stored procedures.
• Familiarity with API integrations (REST, SOAP, OData) and middleware platforms.
• Experience with helpdesk/ITSM platforms such as HaloPSA, ServiceNow, ConnectWise, or Jira Service Management.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy