Posted: 28th September 2021

Application Support Analyst

Salary: Competitive Location: UK Job Type: Permanent, Full-Time

The primary purpose of the Application Support Analyst role is to analyse, respond to and resolve customer service incidents and 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.


Application Support Analyst – Permanent

At comma we know that our people are our biggest asset, therefore we are committed to hiring individuals who can embrace and embody our relaxed, family feel culture. We are conscious of creating a diverse and inclusive team and want to hire people into Comma who we can empower and progress. We are aware that you may not meet every single requirement on the advert, but we would encourage you to apply or reach out to one of the team as a lot of us did not begin our careers at Comma as experts.

Location of role:

This role will be client facing and will primarily be based in our Leamington Spa office and remote working with occasional travel to client sites across the UK and potentially mainland Europe.


Who we are:

Comma are a specialist Master Data Management and Information Management consultancy. Comma believes in being fully immersed in every organisation that we undertake a programme of work with, imparting knowledge at the same rate we absorb it – reciprocal learning is at the core of what we do. We are serious about providing a delivery service that puts the client first and ensures their data and content works for them in perfect harmony.

Comma services enterprise clients in Retail, Manufacturing, Distribution and other sectors throughout UK, Ireland and Northern Europe. Clients include McDonalds, Whitbread, SKY, John Lewis, B&Q, Diageo and many more.

The focus of your role:

Comma prides itself on building long lasting relationships with its customers and as part of that often enter into ongoing Support and Continuous Improvement arrangements.

The primary purpose of the Application Support Analyst role is to analyse, respond to and resolve customer service incidents and 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 addition, Comma utilises its Application Support team to supplement small projects / small change deliveries with our existing customers.

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

The following experience/competencies will contribute to your success:

  • A level of technical product knowledge – MDM/PIM Systems and/or other data centric solutions
  • Proven experience of customer IT application support delivery
  • A willingness to immerse yourself in learning new technologies
  • Business process awareness and customer facing capability
  • IT Service Management awareness – ITIL skills and knowledge desirable
  • Scripting languages such Javascript preferred but not essential
  • Software development skills such as .NET, Java, SQL – preferred but not essential
  • Microsoft technology skills desirable – Azure/Server OS/SQL/Sharepoint/Office 365/Active Directory/Exchange
  • Investigation and diagnostic skills. The ability to assess, plan, deliver solutions and manage customer expectations in a logical manner
  • IT Service Management 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 solutions where required
  • Analyse requests to determine categorisation – 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
  • Undertaking small software changes in-line with Customer Improvement projects / initiatives.

How we will support you in your role:

  • Opportunities to undertake training in the following areas:

Master Data Management (MDM)

MDM technologies (e.g. Stibo Systems, inRiver, Riversand)

Configuration & build of MDM technologies (gaining appropriate certifications where applicable)

Data Governance

Data Migration

Business Change

Project Management

  • Opportunities to shadow experienced Comma consultants on client projects, developing experience in consulting in a client environment.
  • Contribute to, and support, internal Comma projects and/or research as directed by Comma management.

What you’ll bring/qualifications:

  • Certifications – ITIL, Project Management or relevant technical accreditation or certification (beneficial, not essential)
  • Driving License / mode of transportation

What we will offer you:

  • 30 days annual leave plus bank holidays
  • Private medical cover through Vitality (this includes, free weekly Café Nero drinks, free cinema tickets, free Apple watch, free amazon prime, and many more rewards through Vitality)
  • Competitive salary
  • No dress code
  • Enhanced maternity, paternity and adoption leave
  • Company away days
  • Accelerated career progression
  • Choice of Mac or Windows laptop when you start
  • Free use of the mindfulness app Headspace for 1 year

If you would like to reach out informally for a conversation please feel free to reach out to Naomi Cruden (People and Projects Executive) on LinkedIn.

If you have some but not all skills required for this role, don’t worry, we can offer training where needed and can give you the complete skillset.


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

*Comma Group do not accept CV's from agencies*

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