Support Analyst - COINS & Cloud Applications

Gleeson Homes; Sheffield; On-site; GBP 28,000 - 42,000; Full time

Job summary

Gleeson Homes in the United Kingdom is seeking an Application Support Analyst to join our Business Analysis team, supporting the COINS ERP platform and cloud-based apps, and driving improvements across systems that keep our operations running smoothly.

You will resolve incidents, manage tickets, collaborate with IT and business stakeholders, and help test updates while developing your IT and business systems career.

Qualifications

• Experience in an Application Support, Service Desk, Systems Administration, or Business Systems Support role.
• Experience supporting ERP or other business-critical applications.
• Strong troubleshooting and analytical skills.
• Excellent communication skills with the ability to explain technical concepts plainly.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proactive approach to continuous improvement and knowledge sharing.

Responsibilities

• Investigate and resolve application incidents, service requests, and access queries.
• Support user administration, permissions, role changes, and system configuration.
• Manage tickets through SysAid and JIRA, maintaining accurate, auditable records.
• Work with business users, IT teams, and third-party suppliers to identify and resolve issues.
• Help test system updates, service packs, and application enhancements.
• Create and maintain knowledge articles, user guides, FAQs, and support documentation.
• Identify recurring issues and turn support insights into business improvements.
• Contribute to business analysis activities by gathering requirements and supporting change initiatives.

Skills

Application Support

Service Desk

Systems Admin

ERP Support

Troubleshooting

Communication

Prioritization

Organizational Skills

Continuous Improvement

Tools

COINS ERP

SysAid

JIRA

SharePoint

Excel

PowerPoint

Job description

Be the link between technology, business success, and continuous improvement.

At Gleeson Homes, we're passionate about Building Homes. Changing Lives. As we continue to grow, we're looking for an Application Support Analyst to join our Business Analysis team and play a vital role in supporting the systems that keep our business running smoothly.

This isn't a traditional support role. You'll be at the heart of our operation, working closely with colleagues across the business to solve problems, improve processes, and help shape future system enhancements. You'll gain exposure to business analysis activities, ERP systems, cloud applications, and change projects, making this an excellent opportunity for someone looking to develop their IT and business systems career.

What you'll be doing

As an Application Support Analyst, you'll provide first and second-line support for our COINS ERP platform and cloud-based applications, ensuring users receive the support they need to work effectively.

You'll:

• Investigate and resolve application incidents, service requests, and access queries
• Support user administration, permissions, role changes, and system configuration
• Manage tickets through SysAid and JIRA, maintaining accurate, auditable records
• Work with business users, IT teams, and third-party suppliers to identify and resolve issues
• Help test system updates, service packs, and application enhancements
• Create and maintain knowledge articles, user guides, FAQs, and support documentation
• Identify recurring issues and help turn support insights into meaningful business improvements
• Contribute to business analysis activities by gathering requirements and supporting change initiatives

What we're looking for

We're seeking someone who is naturally curious, customer-focused, and enjoys problem-solving.

You'll ideally have:

• Experience in an Application Support, Service Desk, Systems Administration, or Business Systems Support role
• Experience supporting ERP or other business-critical applications
• Strong troubleshooting and analytical skills
• Excellent communication skills with the ability to explain technical concepts in plain English
• The ability to manage multiple priorities and work effectively in a fast-paced environment
• Strong organisational skills and attention to detail
• A proactive approach to continuous improvement and knowledge sharing

Desirable but not essential

• Experience with COINS ERP
• Knowledge of user access management, integrations, upgrades, or ERP administration
• Experience using SysAid, JIRA, SharePoint, Excel, and PowerPoint

This role offers the opportunity to become a trusted partner to both the business and IT teams, developing deep knowledge of our applications while contributing to wider business improvement initiatives.

You'll join a collaborative team where your ideas are valued and where support activity directly influences future business and technology changes.

If you're someone who enjoys solving problems, building relationships, improving processes, and making a real impact across an organisation, we'd love to hear from you.

Join us and help support the systems that enable us to keep Building Homes. Changing Lives.

Ideal for: Application Support Analysts, ERP Support Analysts, Systems Support Analysts, Service Desk Analysts, IT Support Analysts, or Business Systems Analysts looking to take the next step in their career.