Business Support Analyst

Description

As a Business Systems Support Analyst you will be responsible for 1st and 2nd line support for business critical systems such as ERP, CRM, BI and EPOS. The role focuses on ensuring smooth day-to-day operations, troubleshooting issues, and supporting the implementation of enhancements that improve efficiency and user experience across the business.

• Contribute to small-scale projects and process improvement initiatives, providing system knowledge and user insights.
• Escalate complex issues to senior team members or third-party vendors when required.
• Monitor system performance and highlight recurring issues or opportunities for automation.
• Support the Business Systems team in maintaining and improving ERP, CRM, EPOS, BI and other, business critical systems.
• Document processes, procedures, and user guides to support knowledge sharing and training.
• Act as the first point of contact for system-related queries, ensuring timely resolution of incidents and service requests in line with SLAs.
• Maintain accurate records of support activities and changes in the service management system.
• Support system testing and user acceptance activities for updates, integrations, and new features.

Requirements

We are currently looking for a skilled individual to join our IT team as a Business Systems Support Analyst. We are offering this position on a full-time basis, working hybrid between home and 2 days per week in our Head office in Wimborne, Dorset.

• Logical thinker who uses data and evidence to support decisions.
• Excellent communication and interpersonal skills, with the ability to explain technical issues in simple terms.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience working with service management tools and meeting SLAs desirable
• Analytical thinker with strong problem-solving skills and attention to detail.
• Experience supporting or using ERP and CRM systems (IFS, SAP, Oracle, or Dynamics preferred; IFS experience advantageous).
• Customer-focused mindset with a strong service ethos.
• Collaborative and proactive in supporting colleagues and end-users.
• Previous experience in a systems support or IT service role, ideally within a manufacturing or retail environment.

Benefits

We welcome applications from everyone who wants to work with us, and particularly encourage people from diverse backgrounds to get in touch. We’re more than happy to offer reasonable adjustments or additional support during your application process, so simply let us know how we can help.

• Group Pension Scheme, matched by F&B
• Access to our retail discounts platform
• Season Ticket Loans for travel
• 25 days’ annual leave (increasing with length of service) plus bank holidays
• Company Sick Pay
• Annual salary reviews, based on individual performance
• Life Assurance
• Generous staff discount on F&B products
• Health Cash Plan
• Cycle to Work scheme
• Enhanced Maternity and Paternity pay
• Employee Assistance Programme with 24/7 support

Training + Development

Interview process

Visa Sponsorship

Security clearance