Support Analyst

A typical day as a Support Analyst

No two days look exactly the same here, and that’s part of what makes it work.

As a Support Analyst, you’ll play a key part in keeping things moving for our customers, suppliers and The Pros around you. You’ll take ownership, solve problems properly, and work with people across the business to make things simpler, faster and better.

You’ll be trusted to get stuck in, make decisions, and see things through.

What you’ll be doing

As Support Analyst for our financial systems, you'll keep critical applications stable, available and performing at their best, blending strong technical support skills with a solid understanding of financial processes.

Based in Manchester on a hybrid basis, you'll report into our IT Business Partner for Financial Systems and work within an incident and problem management framework, ideally with hands‑on experience of Open Accounts and/or Oracle NetSuite.

• Provide first and second-line support for key financial systems, ensuring timely resolution of incidents and service requests
• Monitor system performance and availability, proactively identifying and escalating issues before they impact the business
• Investigate, diagnose and resolve system faults, working closely with internal teams and third-party vendors where required
• Support financial period-end processes, ensuring systems are available and functioning correctly during critical business cycles
• Work closely with the wider Support function and development teams, engaging with the incident management process to log, track and resolve issues
• Liaise with infrastructure partners and third-party vendors to support investigation and resolution of system issues, escalating and coordinating as needed
• Provide training and guidance to end users on system functionality where needed
• Maintain accurate documentation of support processes, known issues and resolutions
• Assist with system upgrades, patches and testing, ensuring minimal disruption to finance users
• Support user access management, permissions and system configuration in line with agreed controls
• Contribute to continuous improvement initiatives to enhance system reliability and user experience

What you’ll bring

We’re looking for someone who knows how to get things done and works well with others to make it happen.

You don’t need to tick every single box, but you’ll likely bring:

• Proven experience supporting financial or accounting systems in a business environment
• Some knowledge of core financial processes (accounts payable, accounts receivable, general ledger, period-end close), enough to understand how system issues affect finance operations
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently
• Excellent communication skills, with the ability to explain technical issues to non‑technical stakeholders
• Ability to prioritise and manage multiple support requests in a fast‑paced environment
• A methodical, detail‑focused approach to troubleshooting and documentation
• An appreciation of document imaging systems

It would be great if you also have:

• Direct experience supporting Open Accounts and/or Oracle NetSuite
• Experience with database technologies for investigative and reporting purposes
• Familiarity with ITIL‑aligned incident, problem and change management processes
• Experience working within a finance function or closely alongside finance teams
• Knowledge of system integrations between financial systems and other business applications

Most importantly, you’ll bring the mindset of a Pro:

• You take ownership
• You communicate clearly
• You work collaboratively
• You look for better ways to do things
• You see things through properly

What you’ll get back

25 days holiday plus bank holidays

Your birthday off every year to spend as you wish

Healthcare Cashback Plan with money back on things such as dentists, opticians and sports massages

Flexible and hybrid working

Free onsite gym at head office

Training and development opportunities to keep growing your skills and career

Discounts and cashback through our perks platform

Flexible benefits including Holiday Buy

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