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 escalate 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.