Senior Software Support Analyst

Senior Software Support Analyst

We currently have a vacancy for a Senior Software Support Analyst within the Business Systems Team based at the Head Office in Cheltenham.

Reporting to the IT Director, in the role of Senior Software Support Analyst you will be responsible for providing advanced support across the organization's core business applications including ERP, CRM, E-commerce and Back-Office systems.

The role combines deep technical troubleshooting with strong business process understanding. It ensures that data flows seamlessly between systems while maintaining optimal application performance, reliability, and data integrity. The position also focuses on enhancing the overall user experience, ensuring that business applications are efficient, intuitive, and effectively support operational needs.

Your Responsibilities As A Senior Software Support Analyst Will Be:

• Deliver Tier 2/3 support for all Back Office Applications
• Troubleshoot application errors, integrations, and user issues through detailed log and data analysis.
• Manage application configurations, permissions, and scheduled tasks.
• Monitor system availability and ensure SLAs for uptime and response are met.

• Manage escalated incidents, perform root cause analysis, and implement preventative measures.
• Document resolutions and contribute to a shared knowledge base.
• Assist with regression testing, deployment validation, and environment refreshes.
• Participate in change control processes to ensure controlled and documented releases.

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

• Write, optimize, and execute SQL queries to investigate data discrepancies, performance issues, and transactional inconsistencies.
• Perform data reconciliation and correction between
• Support the design, testing, and maintenance of data integration pipelines (e.g., via APIs, middleware, SSIS, Azure Data Factory, or custom ETL tools).
• Support automated data syncs, stored procedures, and scheduled jobs, ensuring successful execution and error handling.

About You

• 5+ years in software or application support, with a strong focus on database and integration troubleshooting.
• Experience supporting ERP / CRM / E-commerce environments such as:
• Microsoft Dynamics 365 (Business Central / NAV / CRM) Shopify / Magento / WooCommerce or similar
• Advanced SQL skills (T-SQL / SQL Server) including writing complex queries, joins, triggers, and stored procedures.
• Familiarity with API integrations (REST, OData, SOAP) and middleware platforms.
• Hands-on experience using helpdesk or ITSM systems such as HaloPSA, ConnectWise, ServiceNow, or Jira Service Management for ticketing, change control, and incident tracking.
• Exceptional organizational skills
• Excellent verbal and written communication skills
• Ability to work on own initiative
• Must have excellent attention to detail

About Us

We're Commercial – a purpose-driven, people-first organisation that's on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn't just the numbers – it's the people, the culture we've built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies assessed worldwide for sustainability.

We're proud to be #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you'll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Our Benefits

We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day. When you join us, you'll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life. Here's what you can look forward to:

• A base salary of up to £40,000 - £45,000 per annum (depending on experience)
• Hybrid working structure with the flexibility to work from home for part of the week
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced family leave package to support you and your growing family
• Life Assurance, offering peace of mind with cover equivalent to four times your salary
• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends
• Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!

Training And Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we'll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion

At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life.

We're proud to stand beside one another through life's ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique.

We hire people, not checklists. So even if you don't tick every box in the job description, we'd still love to hear from you. Your potential, passion and perspective might be exactly what we're looking for!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background.