Business Technology & Data Support Analyst
Chippenham | Hybrid (2 days onsite)
Alliance Business Technology & Data Team
Overview
Do you have experience supporting ERP? Do you enjoy solving real business systems problems? Do you enjoy making technology work better for users? At Alliance, we’re looking for a Systems Support Analyst to join our Business Technology & Data team. This role is perfect for someone who thrives in 2nd line support, enjoys working across business systems in HR, finance, and legal, and values operational excellence.
Responsibilities
You’ll act as the vital link between 1st line support (which is now outsourced to Endava), technical teams, vendors and business users, ensuring our core systems remain stable, accurate and well-supported. Your time will typically be split:
- 60% troubleshooting and resolving tickets
- 20% building and improving our documented knowledge base
- 20% stakeholder engagement and relationship management
What you will be responsible for:
- Provide 2nd line support across core business and ERP systems
- Investigate incidents related to data integrity, workflows, integrations and access
- Escalate & track defects with 3rd line teams and vendors
- Support and improve use of the IT service management platform - FreshService and ServiceNow
- Create and maintain support documentation and knowledge articles
- Identify recurring issues and drive continuous improvement
- Build strong relationships with business teams to support system adoption
Qualifications
What we’re looking for: You don’t need to know everything on day one - curiosity, adaptability and a strong support mindset are just as important.
Experience & Skills
- Hands‑on experience supporting ERP (e.g. Microsoft Dynamics 365 F&O)
- Understand core business processes (finance, sales, inventory, HR, etc.)
- Experience with incident management and service request tools
- Familiarity with ITIL principles and ticketing platforms (e.g. FreshService)
- Exposure to platforms such as D365, Concur, Bynder, Prophix, HighQ, Microsoft Fabric is a plus
Bonus Soft Skills
- Confident communicator who can explain technical issues to non‑technical users
- Strong problem solver with an analytical, improvement‑focused mindset
- Comfortable working with stakeholders at all levels
- Collaborative team player who enjoys shared ownership of outcomes
- Well organised, proactive, and able to juggle varied work
Why Join Alliance?
- A role focused on support quality, data accuracy and continuous improvement
- Exposure to a broad technology ecosystem across the business
- Supportive team culture with real opportunities to learn and grow
- Hybrid working with a strong on‑site and remote balance
- Great benefits including a competitive salary, up to 25% bonus potential, up to 10% employer pension contribution, BUPA, Life Assurance, Cycle and Electric car scheme, etc.
- Work life balance - 25 days holiday, plus celebration and volunteering days, and option to buy an additional 10 holiday days
Contact Details:
Alliance Pharmaceuticals Limited Recruitment Team
