Join Our Team: Business Support Analyst at Sureserve

About Sureserve

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.

Role Overview

We are looking for a Business Support Analyst to provide frontline support to users of our internal business systems, particularly ECOSaaS, ensuring they are used effectively and aligned with business processes. This role plays a key part in helping teams get the most out of our digital tools and platforms, supporting operational efficiency and continuous improvement.

You’ll work closely with stakeholders across the Sureserve Group to troubleshoot issues, gather user requirements, optimise system use, and provide training and documentation. You’ll also support the configuration and improvement of forms and workflows within ECOSaaS and other internal systems.

This role is based in Bathgate, with occasional travel across the UK to meet business needs.

Key Responsibilities

• Deliver and manage high-quality business and software application support to end users
• Act as a first point of contact for ECOSaaS queries and issues
• Build and maintain digital forms within in-house systems to support streamlined workflows and accurate data reporting
• Gather and document clear functional and non-functional requirements from users
• Support system development and configuration in line with user and business needs
• Contribute to process mapping and workflow improvements
• Liaise with internal technical teams to ensure data accuracy, compliance, and system integrity
• Monitor and respond to support tickets, ensuring resolution within SLAs
• Assist with system testing, including User Acceptance Testing (UAT)
• Support onboarding, training delivery, and creation of user documentation (guides, FAQs, etc.)
• Stay informed on regulations impacting system use and configuration
• Help drive adoption and digital maturity across the Group through user engagement and education

Skills & Experience Required

Knowledge

• Strong understanding of CRM, operational, or business support systems
• Familiarity with system design, data integration, and end-user support practices
• Knowledge of Microsoft SQL, MySQL, Power BI, Tableau, or similar tools
• Understanding of user permissions, data validation, and system configuration
• Experience building and maintaining digital forms and workflows
• Competence in business process mapping tools (e.g., Visio or similar)

Skills & Abilities

• Clear and confident communicator, especially when supporting non-technical users
• Skilled in translating business needs into practical system solutions
• Proficient in Microsoft Office, Power BI, Visio, and project/task management tools
• Highly organised, with the ability to manage and prioritise independent workloads
• Experience
• Demonstrable experience in an IT support or business systems role
• Experience supporting ERP, CRM, or bespoke in-house platforms
• Proven ability to support data quality and reporting
• Experience delivering training and end-user support
• Qualifications
• Degree in Computer Science, Information Systems, or related discipline (preferred)
• Familiarity with SQL, Power BI, and frameworks such as Agile, Prince2, or ITIL (desirable)

What We Are Offering

• We offer a range of benefits designed to support your lifestyle both in and out of work, including:
• Salary range: £35,000 - £38,000, plus benefits:
• Contributory pension scheme
• Life assurance
• Private Medical Insurance (PMI) with medical history disregarded
• 32 days annual leave (including bank holidays and Christmas/New Year closure)
• Enhanced family leave policies, including maternity, paternity, adoption, carer’s leave, neonatal leave, and IVF/assisted conception leave
• In addition, the role offers access to:
• Sureserve Benefits Hub, with thousands of retail discounts
• Virtual GP service, 24/7, 365 days a year, for you and your immediate family
• Employee Assistance Programme (EAP), also available 24/7/365
• Bike2Work scheme

Committed to Diversity & Inclusion

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

Reasonable Adjustments

As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact andrew.moffat@sureserve.co.uk

Pre-employment Checks

Successful applicants will be subject to eligibility checks conducted by a third party, including verification of the right to work in the UK and a DBS check.