Application Support Analyst

Sheffield | Gleeson Homes Be the link between technology, business success, and continuous improvement. At Gleeson Homes, we're passionate about Building Homes. Changing Lives. As we continue to grow, we're looking for an Application Support Analyst to join our Business Analysis team and play a vital role in supporting the systems that keep our business running smoothly.

You will work with colleagues across the business to resolve application issues, improve processes and translate recurring support needs into system enhancements. The role offers hands-on exposure to business analysis, COINS ERP, cloud applications and change projects-an excellent next step for someone developing a career in application support and business systems.

What you'll be doing As an Application Support Analyst, you'll own first- and second-line support for our COINS ERP platform and cloud-based applications. You'll investigate issues through to resolution where possible, coordinate escalations with internal teams and suppliers, and keep users informed throughout.

You'll: ? Investigate and resolve application incidents, service requests, and access queries ? Support user administration, permissions, role changes, and system configuration ? Manage tickets through SysAid and JIRA, maintaining accurate, auditable records ?

Work with business users, IT teams, and third-party suppliers to identify and resolve issues ? Test system updates, service packs, and application enhancements ? Create and maintain knowledge articles, user guides, FAQs, and support documentation ?

Analyse recurring incidents and request trends, identify root causes, and recommend process, configuration or system improvements. ? Support change initiatives by documenting user needs, gathering requirements, mapping current processes and assisting with testing and adoption.

You'll succeed in this role by resolving and progressing tickets accurately, communicating clearly with users, maintaining reliable support documentation, and turning recurring issues into practical improvements. What we're looking for We're seeking someone who is naturally curious, customer-focused, and enjoys problem-solving.

You'll ideally have

Experience in an Application Support, Service Desk, Systems Administration, or Business Systems Support role Experience supporting an ERP or other business-critical application, including evidence of incident investigation and at least one of the following: configuration, testing, data or integration troubleshooting, or supplier escalation.

A structured approach to troubleshooting: gathering evidence, reproducing issues, identifying root causes and documenting clear resolutions or workarounds. Clear written and verbal communication, with the ability to explain technical issues in plain English and keep users, IT colleagues and suppliers informed through to resolution.

The ability to manage multiple priorities and work effectively in a fast-paced environment Strong organisational skills and attention to detail A proactive approach to continuous improvement and knowledge sharing Desirable but not essential Experience with COINS ERP Knowledge of user access management, integrations, upgrades, or ERP administration Experience using an IT service-management or work-tracking platform; SysAid or JIRA experience is advantageous.

Working knowledge of SharePoint, Excel and PowerPoint is also useful. Why join Gleeson? You'll become a trusted partner to colleagues across the business and IT, build deep knowledge of COINS and our wider application estate, and gain practical experience in requirements, testing and change.

Your support insights will directly inform future business and technology improvements. You'll join a collaborative team where your ideas are valued and where support activity directly influences future business and technology changes.

If you enjoy solving application issues, working with users and improving how systems support a business, we'd love to hear from you. In your CV, show how you have supported business-critical applications, investigated complex incidents and contributed to a system or process improvement.

Join us and help support the systems that enable us to keep Building Homes. Changing Lives. This role may suit an Application Support Analyst, ERP Support Analyst or Business Systems Analyst with hands-on support experience, or an IT Support Analyst ready to specialise in business applications.

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