Application Support Analyst

Hollybank Trustees Ltd; Leinster; Hybrid; EUR 42,000 - 64,000; Full time

Job summary

Hollybank Trustees Ltd in Dublin, Ireland, hybrid role for an Application Support Analyst to provide technical and functional support for core business applications, including ERP and Infor CloudSuite distributions. You will investigate issues across multi-layer stacks, engage with internal teams and third‑party partners, and ensure data integrity and security.

The role emphasizes hands-on troubleshooting, incident management, and a pathway to deeper expertise in enterprise applications,

Qualifications

• 4+ years in IT with at least 2 years in application support or ERP support
• Experience supporting an ERP system, Infor M3/CloudSuite preferred
• Strong troubleshooting mindset across multi-layer tech stack
• Familiarity with ITIL processes (Incident/Change) and ITSM tools
• Ability to write and execute SQL queries for data validation and reconciliation
• Experience with REST/SOAP API testing using tools like Postman
• Understanding of data formats such as JSON/XML/CSV
• Knowledge of Windows OS, networking, Active Directory and Microsoft 365

Responsibilities

• Provide technical and functional support across core applications and ERP integrations
• Triage and resolve live production issues with minimal disruption
• Monitor B2B integrations and data pipelines across systems
• Formulate SQL queries to inspect data and reconcile transactional records
• Test REST/SOAP APIs and validate endpoint authentication and responses
• Adhere to ITIL ITSM processes for incidents, requests and changes
• Escalate to internal teams or third-party ERP partners when needed
• Document workarounds, RCAs and SOPs for knowledge sharing
• Ensure RBAC and secure handling of credentials and API secrets

Skills

SQL querying

API testing

Data verification

Root cause analysis

Incident management

Log analysis

ERP systems

Infor M3/CloudSuite

Postman

Tools

Infor CloudSuite (M3)

Freshservice

Azure/ERP integrations

Job description

Location: Hybrid / Dublin, Ireland
job type: Permanent / Full-time
Sector and subsector: IT | Telecoms
Salary: Competitive salary

Position Title: Application Support Analyst

Reports To: IT Support Lead

Location: Hybrid (Head Office, Warehouse & Remote)

Employment Type: Full-time, Permanent

ROLE PURPOSE

Provide technical and functional support for the organisation's core business applications, including custom software solutions, B2B integrations and ERP systems.

The role will investigate application and data issues, manage incidents through the ITSM platform and work with internal technical teams and third-party vendors to resolve complex issues.

We're looking for a candidate who is technically curious and enjoys understanding how systems work. You should be comfortable investigating an issue across multiple layers of a technology stack — for example, following a transaction from a user-facing application through an API or integration, into a database or downstream system, and using logs, SQL queries and API testing tools to determine where and why it failed.

This is a hands‑on role for an experienced application support professional with a strong troubleshooting mindset who is comfortable investigating issues beyond the application user interface and wants to develop deeper expertise in enterprise applications, integrations and ERP systems.

KEY RESPONSIBILITIES

• ERP & Core Application Support: Deliver effective technical and functional support across custom business applications, integrations and Infor CloudSuite Distribution (M3 ERP, Factory Track and DMP).
• Live Production Troubleshooting: Triage, investigate, and resolve high-priority application, performance and transactional issues within live production environments, ensuring minimal operational disruption and proposing performance improvements or query/workflow optimizations to prevent recurrence.
• B2B Integrations & Data Pipelines: Monitor, validate, and troubleshoot automated B2B integrations, web services, and scheduled data feeds across business systems and partner endpoints.
• Data Verification & Querying: Formulate and execute SQL queries against relational databases to inspect table states, reconcile data discrepancies, extract operational records, and validate transactional integrity.
• API Testing & Interrogation: Use Postman or comparable tools to test REST and SOAP APIs, inspecting payloads, endpoint authentication, and response headers to isolate integration failures.
• Incident, Request & Change Lifecycle: Process support tickets via the ITSM platform (Freshservice) in compliance with agreed SLAs. Adhere strictly to change management process (Dev - Test/UAT - Production) before implementing hotfixes or configuration updates.
• Escalation & Vendor Collaboration: Act as the technical liaison when escalating complex issues to internal business analysts, software developers, and specialist third-party ERP partners (such as Infor support).
• Documentation & Knowledge Base: Document standard workarounds, Root Cause Analysis (RCAs), and Standard Operating Procedures (SOPs), fostering team knowledge sharing and user self-service.
• Application Security & Access Control: Administer and troubleshoot application-level access in line with the principle of least privilege and Role-Based Access Control (RBAC). Safely manage credentials, certificates, and API secrets used in integrations, ensuring no sensitive credentials or data are exposed during troubleshooting.
• Data Governance & Compliance: Maintain strict data confidentiality and adhere to GDPR standards when extracting, verifying, or manipulating production ERP data sets.
• Out-of-Hours Maintenance: Provide occasional, planned out-of-hours support for system upgrades, patch releases, or maintenance windows.

SKILLS & EXPERIENCE

• Experience: 4+ years' experience in IT, with at least 2 years in application support, ERP support, systems analysis or a related technical support role, ideally within an environment involving multiple interconnected business systems, databases and/or integrations.
• ERP Support: Experience supporting an ERP system is required. Infor M3 / CloudSuite is highly desirable.
• Production Support: Demonstrated experience investigating incidents directly within live, mission-critical production environments where system availability is paramount.
• Application Architecture & Data Flows: Foundational understanding of application architecture and integration patterns, including APIs, web services, queues, scheduled processes and file-based integrations, to trace transaction lifecycles end-to-end.
• SQL Querying: Strong practical SQL querying skills, including joins, filtering, aggregation, subqueries and data reconciliation, with experience using SQL to investigate application and transactional issues.
• API Testing: Proven competence testing REST and SOAP APIs using tools such as Postman, including interpreting HTTP status codes, request/response payloads and authentication errors.
• Data Exchange Formats: Understanding of structured data formats including JSON, XML and CSV/flat files.
• Foundational IT Knowledge: Basic understanding of core IT infrastructure, including Windows OS, networking (DNS, IP, ports), Active Directory / Entra ID, and Microsoft 365 services.
• ITIL Alignment: Familiarity with structured ITIL processes (Incident, Problem, Service Request, and Change Management) within modern ITSM systems (Freshservice an advantage).

DESIRABLE QUALIFICATIONS

• Infor ERP: Exposure to Infor CloudSuite Distribution (M3 ERP, Factory Track and DMP).
• Infor Integration Middleware: Experience with Infor ION, Infor OS, or M3 Enterprise Collaborator (MEC).
• Observability & APM: Experience using Application Performance Monitoring (APM) and log analytics platforms like Azure Application Insights or New Relic to trace distributed requests, inspect exceptions, and isolate latency or failure points.
• DB Diagnostics: Understanding of database performance concepts, including query execution plans, blocking and indexing, with the ability to identify potential database-related causes of application performance issues.
• Scripting & Automation: Scripting capability (PowerShell, Python, or Bash) for log parsing, data extraction/manipulation, or task automation.
• AI-Assisted Tooling: Practical exposure to modern AI tooling to expedite log analysis, SQL query generation, scripting, documentation and ticket resolution.
• Industry Certifications: Relevant certifications such as ITIL 4, CompTIA, Microsoft Azure, SQL or Infor.
• License & Mobility: Full Irish driving license and access to own transport.

CORE COMPETENCIES

• High Resilience & Composure: Methodical and calm when troubleshooting high-priority issues impacting live warehousing and core operations.
• Analytical Problem Solving: Strong deduction skills, exploring logs, data states, and configuration files thoroughly before escalating.
• Clear Communication: Ability to articulate technical issues and operational status updates plainly to both technical teams and non-technical warehouse/business staff.
• Proactive Ownership: Takes ownership of issues through to resolution, coordinating effectively with internal teams and third-party vendors where escalation is required.