Application Support Analyst

Job Title: Application Support Analyst

Reports to: Head of IT

Based: Hybrid, 3 days a week in our Burntwood head office

Contract: Full time, Permanent

About Busy Bees

Busy Bees Nurseries is the UK’s largest and leading early years education provider and the third largest globally, with over 1000 centres and growing. Since 1983, we’ve built a reputation for our award-winning culture and excellence in early years care and education.

About the role

As an Application Support Analyst, you’ll play a key role in the day-to-day support and maintenance of Busy Bees business-critical applications.

Working closely with the Application Manager and wider Support Team, you’ll provide 1st and 2nd line application support, investigate and resolve incidents and requests, and work with internal teams and third-party suppliers to deliver excellent service within agreed SLAs.

A key part of the role will also be managing user access and regular system audits, ensuring colleagues have the right level of access to the right systems while maintaining strong data security and least-privilege principles.

You’ll become a subject matter expert for key applications, particularly NetSuite and associated modules, while also helping us continuously improve our systems, processes and customer experience.

About the Benefits

• Sector leading Family Leave.
• Big Benefits. Dedicated 24/7 employee benefits platform Hive (Reward Gateway)
• with retail, cinema, and travel discounts
• 35% Childcare discount.
• 33 days holiday inclusive of bank holidays and an extra day off for your birthday every year
• Further Training and development.

What you’ll be doing

• Providing effective 1st and 2nd line application support, resolving incidents and service requests within agreed SLAs and OLAs.
• Acting as a subject matter expert for key business applications and supporting their ongoing development.
• Administering and supporting NetSuite and associated ERP modules.
• Managing user access requests and completing regular access audits, ensuring appropriate access and segregation of duties.
• Working with auditors and providing accurate evidence to support compliance and data security requirements.
• Building strong relationships with internal stakeholders, vendors and third-party suppliers.
• Liaising with technology teams and suppliers to investigate issues and ensure prompt resolution.
• Supporting small system changes and working with multiple third parties where required.
• Identifying opportunities for business process improvement, innovation and continuous improvement.
• Developing and maintaining clear system documentation, procedures and technical information.
• Supporting data integrity and security standards across our applications.
• Contributing to service reviews with system users and identifying opportunities to improve service delivery.
• Providing support through the wider Technology & Change service desk when required.
• Ensuring housekeeping and support activities are completed accurately and on time, with a strong focus on customer experience.

What we’re looking for

We’re looking for someone who is analytical, organised and proactive, with a genuine passion for technology and helping people solve problems.

You’ll ideally have:

• At least 2 years’ experience administering and supporting NetSuite and associated modules.
• Strong experience in NetSuite and ERP application support.
• Experience managing user access, audits and data security requirements.
• Experience with document management and maintaining system documentation.
• ITIL v3 or v4 Foundation certification or equivalent knowledge.
• Experience producing KPI reports using Microsoft Office.
• Demonstrable experience working with and managing third-party suppliers to deliver high-quality service.
• Experience identifying and delivering business process improvements.
• Experience managing small system changes, often working alongside multiple third-party suppliers.
• Relevant IT qualifications and/or equivalent practical experience.
• A full driving licence.

You’ll be someone who…

• Takes a proactive, pragmatic and solutions-focused approach.
• Is confident working independently and making informed decisions.
• Has excellent analytical and problem-solving skills.
• Communicates clearly and professionally with people at all levels.
• Can build effective relationships with internal customers, suppliers and technology partners.
• Is highly organised and able to manage competing priorities.
• Is self-motivated, enthusiastic and committed to delivering an excellent customer experience.
• Embraces different perspectives and works collaboratively to achieve positive outcomes.
• Looks for ways to improve how things work rather than simply maintaining the status quo.

If you’re an experienced NetSuite/Application Support professional who enjoys solving problems, working with people and making technology work better, we’d love to hear from you.