Application Support Analyst

As an Application Support Analyst, you’ll play a key role in the day-to-day support and maintenance of Busy Bees business-critical applications.

Working closely with the Application Manager and wider Support Team, you’ll provide 1st and 2nd line application support , investigate and resolve incidents and requests, and work with internal teams and third-party suppliers to deliver excellent service within agreed SLAs.

A key part of the role will also be managing user access and regular system audits , ensuring colleagues have the right level of access to the right systems while maintaining strong data security and least-privilege principles.

You’ll become a subject matter expert for key applications, particularly NetSuite and associated modules , while also helping us continuously improve our systems, processes and customer experience.

About the Benefits

• Sector leading Family Leave.

• Big Benefits . Dedicated 24/7 employee benefits platform Hive (Reward Gateway)

• with retail, cinema, and travel discounts

• 35% Childcare discount.

• 33 days holiday inclusive of bank holidays and an extra day off for your birthday every year

• Further Training and development.

What you’ll be doing

• Providing effective 1st and 2nd line application support , resolving incidents and service requests within agreed SLAs and OLAs.

• Acting as a subject matter expert for key business applications and supporting their ongoing development.

• Administering and supporting NetSuite and associated ERP modules .

• Managing user access requests and completing regular access audits, ensuring appropriate access and segregation of duties.

• Working with auditors and providing accurate evidence to support compliance and data security requirements.

• Building strong relationships with internal stakeholders, vendors and third-party suppliers.

• Liaising with technology teams and suppliers to investigate issues and ensure prompt resolution.

• Supporting small system changes and working with multiple third parties where required.

• Identifying opportunities for business process improvement, innovation and continuous improvement .

• Developing and maintaining clear system documentation, procedures and technical information.

• Supporting data integrity and security standards across our applications.

• Contributing to service reviews with system users and identifying opportunities to improve service delivery.

• Providing support through the wider Technology & Change service desk when required.

• Ensuring housekeeping and support activities are completed accurately and on time, with a strong focus on customer experience.

What we’re looking for

We’re looking for someone who is analytical, organised and proactive , with a genuine passion for technology and helping people solve problems.

You’ll ideally have:

• At least 2 years’ experience administering and supporting NetSuite and associated modules .

• Strong experience in NetSuite and ERP application support .

• Experience managing user access, audits and data security requirements.

• Experience with document management and maintaining system documentation.

• ITIL v3 or v4 Foundation certification or equivalent knowledge.

• Experience producing KPI reports using Microsoft Office.

• Demonstrable experience working with and managing third-party suppliers to deliver high-quality service.

• Experience identifying and delivering business process improvements.

• Experience managing small system changes, often working alongside multiple third-party suppliers.

• Relevant IT qualifications and/or equivalent practical experience.

• A full driving licence .

You’ll be someone who…

• Takes a proactive, pragmatic and solutions-focused approach.

• Is confident working independently and making informed decisions.

• Has excellent analytical and problem-solving skills.

• Communicates clearly and professionally with people at all levels.

• Can build effective relationships with internal customers, suppliers and technology partners.

• Is highly organised and able to manage competing priorities.

• Is self-motivated, enthusiastic and committed to delivering an excellent customer experience.

• Embraces different perspectives and works collaboratively to achieve positive outcomes.

• Looks for ways to improve how things work rather than simply maintaining the status quo.