Job Description

Reporting to the IT Director, in the role of Senior Software Support Analyst you will be responsible for providing advanced support across the organization’s core business applications including ERP, CRM, E-commerce and Back-Office systems.

The role combines deep technical troubleshooting with strong business process understanding. It ensures that data flows seamlessly between systems while maintaining optimal application performance, reliability, and data integrity. The position also focuses on enhancing the overall user experience, ensuring that business applications are efficient, intuitive, and effectively support operational needs.

Your responsibilities as a Senior Software Support Analyst will be:

Application Support & Maintenance

• Deliver Tier 2/3 support for all Back Office Applications
• Troubleshoot application errors, integrations, and user issues through detailed log and data analysis.
• Manage application configurations, permissions, and scheduled tasks.
• Monitor system availability and ensure SLAs for uptime and response are met.

Incident, Problem & Change Management

• Manage escalated incidents, perform root cause analysis, and implement preventative measures.
• Document resolutions and contribute to a shared knowledge base.
• Assist with regression testing, deployment validation, and environment refreshes.
• Participate in change control processes to ensure controlled and documented releases.

Continuous Improvement & Collaboration

• Work with business stakeholders to identify and scope system enhancements.
• Collaborate with vendors and developers on integration improvements and bug fixes.
• Mentor junior analysts in SQL querying, debugging, and data validation best practices.

Integration & Data Management

• Write, optimize, and execute SQL queries to investigate data discrepancies, performance issues, and transactional inconsistencies.
• Perform data reconciliation and correction between
• Support the design, testing, and maintenance of data integration pipelines (e.g., via APIs, middleware, SSIS, Azure Data Factory, or custom ETL tools).
• Support automated data syncs, stored procedures, and scheduled jobs, ensuring successful execution and error handling.

About you

• 5+ years in software or application support, with a strong focus on database and integration troubleshooting.
• Experience supporting ERP / CRM / E-commerce environments such as: Microsoft Dynamics 365 (Business Central / NAV / CRM) Shopify / Magento / WooCommerce or similar
• Advanced SQL skills (T-SQL / SQL Server) including writing complex queries, joins, triggers, and stored procedures.
• Familiarity with API integrations (REST, OData, SOAP) and middleware platforms.
• Hands-on experience using helpdesk or ITSM systems such as HaloPSA, ConnectWise, ServiceNow, or Jira Service Management for ticketing, change control, and incident tracking.