Marks Sattin
Application Support Engineer
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Application Support Analyst
We’re looking for an Application Support Analyst to provide first- and second-line support for a business-critical ERP platform (COINS) and selected cloud applications. Working closely with business users, IT colleagues and third-party vendors, you’ll resolve incidents and service requests, manage user access and configuration changes, maintain high-quality support documentation, and help translate recurring support themes into controlled improvements.
This role suits someone who enjoys problem-solving, takes pride in good service, and can balance responsiveness with governance, security and auditability.
What you’ll be doing
- Provide 1st/2nd line support for ERP and key cloud applications, keeping business processes running smoothly.
- Triage incidents, service requests, access queries and configuration issues; gather evidence, confirm impact, and resolve or escalate with clear detail.
- Log and maintain accurate, searchable, audit-ready tickets (including impact, investigation steps, resolution notes and follow-ups).
- Administer ERP access processes: user setup, role/permission changes, leaver processes, and access controls in line with policy and segregation-of-duties expectations.
- Work with vendors and internal teams to progress cases, validate fixes with users, and ensure robust closure.
- Identify repeat issues and convert them into knowledge articles, training improvements, problem records, or change/demand items.
- Support testing and release activity (service packs/upgrades), including post-change validation and transition into BAU support.
- Create and maintain runbooks, FAQs, process notes and user guidance to retain and share knowledge.
- Feed support insight into continuous improvement and requirements, supporting adoption of agreed changes.
- Follow security, data protection (GDPR) and corporate policies, including H&S and other relevant procedures.
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Tools and ways of working
- Ticketing via SysAid (incidents/service requests)
- Demand/change activity tracked via JIRA
- Day-to-day collaboration using Microsoft tools (Excel, PowerPoint, SharePoint)
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What we’re looking for
- Experience in application support, service desk, systems administration or business support—ideally with ERP or other business-critical applications.
- Comfortable engaging users across different functions: able to understand process context, assess impact, and explain issues in plain language.
- Strong organisation and prioritisation skills; able to manage multiple tickets and shifting priorities in a fast-paced environment.
- Analytical and methodical approach with good attention to detail (investigation, pattern recognition, root cause thinking).
- Strong communication and stakeholder management skills; customer-focused, collaborative and dependable.
- A continuous improvement mindset—able to turn recurring support themes into practical improvements.
- COINS experience is desirable but not essential (training/learning mindset valued).
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