Senior Software Support Analyst

IMT Resourcing Solutions; Cheltenham; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading technology services firm in the UK is seeking a Senior Software Support Analyst to enhance their core business systems. The role demands a strong background in software support with at least 5 years' experience, focusing on ERP, CRM, and e-commerce platforms. This hybrid position offers the chance to work closely with various stakeholders and contribute to system improvements while enjoying a modern workplace environment and strong emphasis on employee wellbeing.

Benefits

Hybrid working

Enhanced leave

Wellbeing support

Modern HQ

Qualifications

• 5+ years’ experience in software or application support roles.
• Proven experience supporting ERP, CRM, and e-commerce platforms.
• Hands-on experience with API integrations (REST, OData, SOAP) and middleware.

Responsibilities

• Provide Tier 2 / 3 support for back-office business applications.
• Own escalated incidents and perform root cause analysis.
• Write and optimize SQL queries to investigate data discrepancies.

Skills

Advanced SQL skills

Experience with ERP systems

Experience with CRM platforms

API integration knowledge

Attention to detail

Ability to work independently

Tools

SQL Server

ITSM or helpdesk tools

Job description

Role: Senior Software Support Analyst

Location: Gloucestershire (Hybrid working)

Salary: £40,000 – £45,000 + benefits

Benefits: Hybrid working, enhanced leave, wellbeing support, modern HQ

Our client, a leading organisation specialising in business transformation and technology services, is hiring a Senior Software Support Analyst to play a key role in supporting and improving its core business systems.

This role combines advanced technical troubleshooting with a strong understanding of business processes, ensuring critical applications across ERP, CRM, e-commerce and back-office platforms run smoothly, reliably, and securely. You’ll have a real impact on data integrity, system performance, and user experience across the organisation.

What you’ll do

Application Support & Maintenance

• Provide Tier 2 / 3 support for back-office business applications
• Diagnose and resolve application, integration, and user issues through detailed log and data analysis
• Manage application configurations, permissions, and scheduled tasks
• Monitor system availability and ensure uptime and response SLAs are met

Incident, Problem & Change Management

• Own escalated incidents, performing root cause analysis and implementing preventative fixes
• Document resolutions and contribute to a shared knowledge base
• Support regression testing, deployment validation, and environment refreshes
• Participate in change control to ensure controlled, well-documented releases

Continuous Improvement & Collaboration

• Partner with business stakeholders to identify and scope system enhancements
• Work with vendors and developers on bug fixes and integration improvements
• Mentor junior analysts in SQL querying, debugging, and data validation best practice

Integration & Data Management

• Write and optimise SQL queries to investigate data discrepancies and performance issues
• Perform data reconciliation and correction between integrated systems
• Support the design, testing, and maintenance of data integration pipelines (APIs, middleware, ETL tools)
• Monitor automated data syncs, stored procedures, and scheduled jobs, ensuring reliable execution

You’ll work closely with IT, vendors, developers, and business stakeholders to ensure systems effectively support day-to-day operations and future growth.

What we’re looking for

• 5+ years’ experience in software or application support roles
• Proven experience supporting ERP, CRM, and e-commerce platforms
• Advanced SQL skills (T-SQL / SQL Server), including complex queries and stored procedures
• Experience with API integrations (REST, OData, SOAP) and middleware platforms
• Hands‑on use of ITSM / helpdesk tools for incident, problem, and change management
• The ideal candidate will be highly organised, detail-oriented, and confident working independently, with excellent written and verbal communication skills and a collaborative mindset.

Why join?

• Hybrid working with flexibility built in
• A strong focus on wellbeing, learning, and career development
• Modern, newly refurbished HQ designed for collaboration and creativity
• A purpose-driven culture with sustainability and continuous improvement at its core

Apply now to play a key role in supporting and evolving critical business systems within a growing, forward-thinking organisation.