The purpose of the Application Support Analyst role is to analyse, respond to and resolve customer service requests raised for their implemented MDM/PIM solutions. The role ensures that the needs of the customers business are met and Comma’s service level agreements adhered to.  

In order to succeed, you will require the willingness to learn and understand the configured MDM/PIM systems and business of each of Comma’s customers that you will be supporting. Effective communication, problem solving and the ability of working under pressure are required.

The following competencies will contribute to your success:

  • A level of technical product knowledge – Stibo Systems and/or Javascript preferred but not essential
  • Business awareness


  • IT Service Management awareness – ITIL skills and knowledge desirable
  • Investigation and diagnostic skills
  • IT Support tool knowledge – ideally Jira

What you’ll be doing:

  • Responding to customer service incidents/requests
  • Providing updates to requests on the IT Service Management tool
  • Liaising with customer contacts to analyse, review and explain request solutions where required
  • Analyse requests to determine categorization – for example incident Vs change request
  • Working with the Comma Support Desk manager to agree on priorities and capacity
  • Providing input into customer service management reporting
  • Opportunities to undertake training in the following areas


  1. Master Data Management (MDM)
  2. MDM technologies (e.g. Stibo Systems, Orchestra Networks, Riversand)
  3. Configuration & build of MDM technologies (gaining appropriate certifications where applicable)
  4. Data Governance
  5. Data Migration
  6. Business Change
  7. Project Management
  • Opportunities to shadow experienced Comma consultants on client projects, developing experience in consulting in a client environment.
  • Contribute to internal Comma projects and/or research as directed by Comma management.

What you’ll bring/qualifications:

  • Certifications – ITIL, Prince 2, Stibo or other relevant technical accreditationor certification (beneficial, not essential) 


  • License / mode of transportation 

What we will offer you: 

  • 30 days annual leave plus bank holidays
  • Perkbox membership
  • Competitive salary Distributed team with accommodating environment
  • No tie culture


  • Integrated teams with monthly events
  • Company away days
  • Accelerated career progression
  • Strong opportunities for formal development

All applicants must be legally eligible to work in the United Kingdom. 

If you are interested in this opportunity, please contact Comma’s Resource and People Operations Manager Dan Malins on Linked In.

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