Job Description:

Platform Support Analyst (Power BI / SQL)

We are seeking a proactive and technically capable Platform Support Analyst to join the team and play a key role in the day-to-day support, stability and continuous operation of the companies platform environment.

This role will act as the first point of contact for platform-related incidents, service requests and operational issues, ensuring effective coordination between Client Services, Operations teams and external engineering partners. The successful candidate will combine strong technical troubleshooting capability with data management and reporting expertise to support both operational delivery and wider business requirements.

Key Responsibilities

• Provide day-to-day operational support for the platform, ensuring high levels of availability, stability and performance.
• Act as the primary contact for platform-related issues, investigating, troubleshooting and coordinating resolution activities.
• Liaise with Client Services, Operations and third-party engineering teams to ensure incidents and requests are managed effectively through to resolution.
• Monitor platform health, identify recurring issues and contribute to continuous service improvement initiatives.
• Support release activities, maintenance tasks and operational change processes where required.
• Perform ad hoc data imports and exports to support operational and client requirements.
• Extract, manipulate and validate data from multiple sources to support reporting, analysis and business processes.
• Develop and maintain reports and dashboards using Power BI.
• Write and optimise SQL queries for data extraction, analysis and troubleshooting activities.
• Ensure data integrity, accuracy and compliance with internal processes and standards.
• Maintain accurate documentation of support procedures, known issues and technical processes.

Skills & Experience Required

• Previous experience in a Platform Support Analyst, Application Support Analyst, Technical Support or similar operational support role.
• Strong troubleshooting and incident management skills.
• Experience working with cross-functional teams and external technical partners.
• Strong SQL skills, including querying, data extraction and manipulation.
• Experience using Power BI for reporting and dashboard creation.
• Experience with data import/export tools and processes.
• Good understanding of data structures, validation and reconciliation processes.
• Ability to prioritise workload and manage multiple tasks in a fast-paced environment.
• Strong communication and stakeholder management skills.
• Excellent attention to detail and problem-solving capability.

Desirable Skills

• Experience supporting SaaS or enterprise platforms.
• Familiarity with ticketing and service management tools.
• Exposure to ETL processes or data integration tools.
• Understanding of ITIL or service management best practices.
• Experience working within regulated or operationally critical environments.