Full job description Platform Support Analyst


About the Role


We are looking for a proactive and technically minded Platform Support Analyst, with experience supporting SaaS-based platforms and business applications, someone who enjoys troubleshooting, problem-solving and working closely with users to deliver an excellent support experience.


We need someone with a strong background in application support, an understanding of cloud-based software solutions and an interest in using data to drive insights and improvements. Exposure to Power BI, reporting or data analysis would be a distinct advantage.


Key Responsibilities
* Provide day-to-day technical and functional support for SaaS-based platforms and business-critical applications.
* Investigate, troubleshoot and resolve application issues, working with internal teams and third-party vendors where required.
* Manage support tickets, incidents and service requests, ensuring timely resolution in line with agreed SLAs.
* Monitor platform performance, identify recurring issues and proactively recommend improvements.
* Assist with data analysis, reporting and dashboard creation, ideally using Power BI.
* Maintain clear technical documentation, knowledge articles and support processes.
* Support testing, system enhancements and the rollout of new features and applications.


Skills & Experience


Essential:
* Previous experience in an Application Support, Platform Support, SaaS Support or similar technical support role.
* Hands-on experience supporting cloud-based/SaaS applications within a business environment.
* Strong troubleshooting, analytical and problem-solving skills.
* Experience managing incidents, investigating technical issues and liaising with software vendors.
* Good understanding of application support processes, ticketing systems and service management principles.
* Excellent communication skills, with the ability to explain technical issues to non-technical users.
* A proactive approach and the ability to manage competing priorities.


Desirable:
* Exposure to Microsoft Power BI, including creating or maintaining dashboards and reports.
* Experience working with data, identifying trends and producing meaningful business insights.
* Knowledge of SQL, data queries or data integration concepts.
* Familiarity with APIs, integrations and data flows between SaaS platforms.
* Experience working in an ITIL-aligned support environment.
* An interest in automation, process improvement and making better use of technology and data.