IT SUPPORT ANALYST (APPLICATIONS)
The IT Support Analyst (Applications) is a key member of the IT Applications function, providing first-line support for all business applications and acting as the primary point of contact for application-related user queries. The role focuses heavily on user support, adoption, documentation, and training, working closely with Application Specialists to ensure systems are well understood, effectively used, and stable post go-live. During peak periods, the role will also provide general IT helpdesk support to ensure service levels are maintained. This role is ideal for someone who enjoys working closely with end users, translating technical processes into clear guidance, and improving the overall user experience of business systems.
Core responsibilities (Applications support + adoption)
Act as first-line support for all applications-related user queries, providing timely, clear, and customer-focused assistance.
Serve as the initial triage point for application issues, gathering relevant information, reproducing issues where possible, and escalating genuine defects to Application Specialists with clear context.
- Create and maintain Applications documentation (KB articles, quick guides, step-by-step instructions) in a standard format, working with the Application specialists to verify accuracy.
- Identify recurring issues or questions and proactively convert these into:
- Knowledge base (KB) articles
- Quick reference guides
- Process improvements or training recommendations
- Create, maintain, and continuously improve high-quality application documentation, including user guides, step-by-step instructions, and FAQs, ensuring consistency with documentation standards.
- Work closely with Application Specialists to validate documentation accuracy and ensure alignment with system configuration and best practice.
- Support user training and adoption activities, including:
Delivering training sessions (remote or in-person)
- Creating supporting materials for system launches and changes
- Reinforcing best practice usage post-launch
- Escalate genuine defects/issues to Applications specialists with clear context and steps to reproduce.
- Assist with testing activities for new projects, enhancements, and third-party developments, including UAT support and regression testing where required.
Provide post go-live support, handling “how do I” queries and supporting users as new systems, features, or processes are embedded.
- Support user training and adoption activities, including:
- Delivering training sessions (remote or in-person)
- Creating supporting materials for system launches and changes
- Reinforcing best practice usage post-launch
- Provide first-line support for all post go-live "how do I" user questions.
- Review upcoming application releases and updates (e.g. Shopify, NetSuite, and third-party platforms), preparing in advance by:
- Understanding release impacts
- Supporting testing activities
- Helping communicate relevant changes to users and the wider IT team
- Provide general IT support cover during busy periods, aligned with helpdesk priorities.
- Any other duties deemed necessary for the role.
Role boundaries
- Not responsible for complex application configuration/build work (handled by Applications Specialists).
- Not responsible for owning project delivery but supports post go-live adoption and stabilisation.
Technical & Systems Knowledge
- Strong understanding of the organisation’s core systems, particularly:
- NetSuite
- Shopify
- Celigo middleware
- Working knowledge of wider business systems such as:
- RF-Smart WMS
- Bergen CloudX WMS
- All other integrated third-party platforms
- Ability to quickly understand how systems interact across the wider application landscape.
Communication & Collaboration
- Excellent verbal communication skills, with the confidence to:
- Support users at varying levels of technical ability
- Deliver end-user training clearly and effectively
- Liaise with Application Specialists and other teams to share accurate and relevant information
- Strong written communication skills, with the ability to produce clear, concise, and user-friendly documentation.
- A collaborative and approachable team player who acts as an effective bridge between users, IT Support, and Applications teams.
Organisation & Personal Attributes
- Highly organised, with the ability to prioritise workload and manage competing demands effectively.
- Must possess exemplary attention to detail.
- Proactive mindset, with a natural inclination to improve processes, documentation, and user experience.
- Adaptable, ability to remain calm and focused in a fast-paced support environment.
- A positive, enthusiastic, can-do attitude, with a strong customer-service focus.
Pay: £28,000.00-£31,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: Hybrid remote in Llansamlet SA6
