IT Business Systems & Applications Analyst

Job Description

We are seeking a proactive and adaptable Business Systems & Applications Analyst to join our team and support a range of IT and business improvement projects across the organisation. This is a hands-on role that will involve system enhancement, process automation, integration of key business tools, and user support and training. The ideal candidate will be comfortable working across departments from our production areas to our office, liaising with third-party vendors, and helping to drive digital transformation initiatives.

This is a great opportunity for someone who enjoys variety in their work, takes ownership of projects, and wants to make a meaningful impact in a growing business.

Reporting to: Finance Manager

General Duties & Responsibilities:

• Provide broad IT support and coordination across systems, processes, and projects to enhance operational efficiency, user experience, and cross-functional integration.
• Maintain existing machinery IT systems and implement new systems, liaising with external providers to improve operational efficiency when required.
• Provide IT support for production systems, including label printers, machinery software, and other system-related technology.
• Provide general system support across the organisation, troubleshooting and resolving hardware and software issues as they arise.
• Create and maintain a comprehensive asset register for all IT hardware, ensuring accurate records and facilitating lifecycle management.
• Support the rollout and integration of Zendesk Co-Pilot for customer complaints and trade claims by developing help centre content, training materials, custom claims forms, and system integrations (e.g., DPD, Mintsoft), with a focus on automation and improved workflow efficiency.
• Collaborate on the development of a new technical team tracking tool, potentially using conditional automation ("if this, then that" protocols).
• Support long-term planning and requirements gathering for the selection and implementation of a CRM system for the sales team.
• Contribute to development and enhancement work in our ERP system, involving departments such as production, logistics, and accounts.
• Lead IT training efforts, particularly during system rollouts and handovers, ensuring that materials and delivery are tailored to accommodate varying levels of IT knowledge and user confidence across departments.
• Review business requests for new functionality and integration opportunities with third-party tools.
• Analyse business processes, data flow, reporting needs, and system outputs to identify improvement opportunities.
• Generate specified reports, provide insight to management, and train end-users as needed.
• Troubleshoot system issues and provide timely, effective solutions.
• Prepare regular reports on system performance and enhancement opportunities for senior management.
• Participate in evolving IT projects, manage small-scale enhancements, and support new system project rollouts.