Business Systems Analyst – ERP & Application Support
Role Overview
This position sits at the point where business needs meet the systems that run them: you will spend your time talking to users, capturing what they actually need, and turning those conversations into specifications, work items and acceptance criteria that developers and vendors can act on. Day to day you will move between analysis work and hands-on support — keeping ERP and Microsoft 365 environments stable, resolving first- and second-line helpdesk tickets, and helping rollout and upgrade projects land smoothly. The role matters because it protects the reliability and security of the applications the wider business depends on, while making sure every change is properly specified, tested and documented before it goes live.
Key Responsibilities
- Run requirements-gathering sessions with business stakeholders and document the outcomes as process flows, functional specifications and supporting analysis.
- Review and validate captured requirements with the relevant owners, then translate approved needs into clearly scoped work items, user stories and acceptance criteria.
- Carry out focused functional data analysis — mapping, validating and documenting data across systems — to confirm that requirements and configurations are accurate.
- Contribute to ERP and other business system implementations, including configuration, user acceptance testing, defect tracking and go-live and hypercare support.
- Coordinate test cycles and release support, and maintain user-facing documentation and training material as systems change.
- Monitor application and system health, raise and progress improvement opportunities, and take part in business continuity testing.
- Operate the application helpdesk, providing first- and second-line support, triaging incoming issues and seeing them through to resolution within agreed service levels.
- Support software installation, version upgrades, version control and licence record-keeping, along with user access management, security controls and follow-up on audit findings.
- Promote adoption of ERP and Microsoft 365 tools by supporting users directly and delivering targeted training.
Requirements & Qualifications
- Bachelor's degree in Computer Science, Information Technology, Computer Information Systems, Business Information Systems or a closely related discipline, plus a relevant professional certification.
- Minimum of 1–2 years' experience in application support, systems analysis or ERP end-user support.
- Proven ability to gather requirements, write clear business documentation and communicate effectively with both technical and non-technical colleagues.
- Working familiarity with ERP or comparable business applications, and with the Microsoft 365 toolset.
- Basic SQL skills sufficient to query data and produce reports.
- Strong analytical ability, high accuracy, and a disciplined approach to documentation and record-keeping.
- Sound judgement when handling security, access control and confidential information.
- Ability to prioritise competing demands, meet service level commitments and work independently with minimal supervision.
- Collaborative team approach, strong problem-solving instincts and a willingness to keep learning.
- Experience within an ERP environment, exposure to user acceptance testing and prior helpdesk work are all advantageous.
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