Role: Senior Business Apps Support Analyst (Senior)
Experience: 3-5 Years
Location: Gurgaon and Pune
Business Services Team Overview
Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Forvis Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing firm.
Job Purpose
The Senior Business Applications Support Analyst is a key member of the Business Applications and Data Support team, responsible for the reliable day-to-day operation and continual improvement of business-critical applications. The role provides advanced functional and technical support, owns complex investigations through to resolution and acts as the principal escalation point for analysts before matters are raised to the Team Lead, specialist engineering teams or suppliers. Working to UK business hours, the role combines hands-on administration, incident and problem management, data and integration support, release readiness, controlled change, stakeholder communication and the development of team capability. The postholder will use service insight and root-cause analysis to strengthen resilience, documentation, support processes and user experience across the application portfolio.
Key Accountabilities
Senior application support and escalation
Act as the senior escalation point for complex, high-impact, recurring or ageing incidents and service requests across the supported application portfolio.
Lead structured diagnosis, coordinate technical and supplier input, maintain clear ownership and drive issues through recovery, validation and closure.
Provide expert guidance to analysts, review proposed resolutions and ensure escalations include complete evidence, impact assessment and troubleshooting history.
Application operations and administration
Perform and oversee application administration, configuration, access management, scheduled processing, housekeeping, monitoring and operational checks.
Ensure business-critical applications remain available, secure and performant, with issues identified and addressed before they create material user impact.
Maintain operational calendars and provide enhanced support during critical business periods, releases and key processing cycles.
Incident, problem and service management
Manage priority incidents in line with agreed service-management practices, ensuring timely stakeholder communication, effective recovery and appropriate follow-up.
Lead root-cause analysis for repeat or material failures, document known errors and coordinate preventative actions with engineering, product owners and suppliers.
Monitor queue health, service levels and ageing work, helping the Team Lead prioritise demand and intervene where service performance is at risk.
Data, reporting and integration support
Diagnose application data issues, integration failures, scheduled data runs and reporting dependencies using appropriate query, monitoring and reconciliation techniques.
Undertake controlled data corrections only where authorised, validated, segregated and fully auditable.
Work with Data and Engineering teams to resolve complex defects and improve the reliability, supportability and observability of integrations.
Change, release and project support
Assess application changes for operational impact, supportability, security, data integrity, dependencies and implementation risk.
Support upgrades, cloud migration, business-change initiatives and releases through testing, deployment planning, validation, documentation and early-life support.
Ensure support acceptance criteria, handover, rollback arrangements and knowledge are complete before new or changed services enter operation.
Knowledge, controls and continuous improvement
Create and maintain high-quality support procedures, knowledge articles, troubleshooting guides, service records and application ownership information.
Identify opportunities for automation, self-service, monitoring and process improvement that reduce failure, resolution time and avoidable demand.
Apply agreed controls for access, data handling, change, security, audit evidence and regulatory compliance.
Stakeholder and supplier management
Build trusted relationships with UK stakeholders, application owners, technical teams and third-party suppliers.
Provide clear, concise updates on business impact, investigation progress, risks, workarounds and resolution expectations.
Challenge suppliers constructively, track actions and ensure technical escalations are supported by appropriate evidence and commercial awareness.
Team capability and operational leadership
Coach and mentor support analysts through case reviews, pairing, knowledge transfer and practical technical guidance.
Provide day-to-day coordination and decision support when the Team Lead is unavailable, without replacing formal people-management accountability.
Promote an inclusive service culture based on ownership, collaboration, learning, documentation and continuous improvement.
Role-Specific Responsibilities
Capability
Responsibilities
Business applications service
Provide advanced support across enterprise applications, including finance, accounting, ERP, CRM and wider professional-services platforms.
Maintain application configurations, access models, support dependencies and escalation routes in partnership with service owners.
Database and reporting support
Use SQL and associated reporting and integration technologies to investigate faults, validate data and support operational reporting.
Apply safe working practices for production queries, scripts, data fixes and scheduled jobs, with peer review and approval where required.
Integration and automation support
Support application interfaces, middleware, file transfers, APIs and automation processes, tracing failures across system boundaries.
Improve monitoring, alerting, runbooks and recovery procedures for integrations and unattended processes.
Service resilience and readiness
Maintain runbooks, recovery information, supplier contacts, known-error records and critical-period support plans.
Contribute to service reviews, risk assessments, continuity planning and operational readiness for new services.
Quality assurance and technical standards
Review complex fixes, scripts, configuration changes and technical documentation for accuracy, control and supportability.
Encourage consistent diagnostic methods, evidence capture, testing and closure standards across the support team.
Technical and Professional Skills
Essential capability
Expected evidence
Senior application support
Demonstrable experience supporting business-critical enterprise applications at second- and third-line level, including complex diagnosis, administration, recovery and supplier escalation.
Service management
Strong practical knowledge of incident, request, problem, change, knowledge and service-level management, with experience leading high-impact investigations.
Microsoft Azure
Working knowledge of Azure services relevant to application hosting, integration, identity, monitoring and support.
SQL and data platforms
Strong SQL capability and experience with SQL Server technologies such as SSMS, SSIS, SSRS and SSAS, together with exposure to SQL platform-as-a-service environments.
Business systems
Experience supporting ERP, CRM, finance, accounting and professional-services applications. Knowledge of Microsoft Dynamics 365 and Dynamics GP is advantageous.
Data and integrations
Experience diagnosing data-quality, interface, scheduled-processing and integration issues across multiple systems.
Scripting and development support
Ability to understand, troubleshoot and safely amend scripts, macros, reports or small application components. Experience with technologies such as PowerShell, VBA, VB.NET, Microsoft Access or Crystal Reports is advantageous.
Change and release support
Experience supporting upgrades, cloud migration, business-change projects and production releases, including testing, deployment validation and early-life support.
Analysis and improvement
Strong analytical skills, with the ability to isolate root causes, interpret service data and convert findings into sustainable technical and process improvements.
Communication and stakeholder management
Confident communicating complex technical issues to business and technology audiences, with strong prioritisation, supplier-management and expectation-management skills.
Qualifications
A degree in Information Technology, Computer Science, Business Systems or a related field, or equivalent relevant experience. ITIL certification or equivalent service-management experience is preferred.
Desirable Application and Technology Knowledge
Microsoft Dynamics 365, Dynamics GP and related reporting or integration tooling.
- Workato, Scribe, Orbis BPA or comparable integration and automation platforms.
- Advance 2000, Practice IQ, Retain, AlphaTax, TRANSACT or comparable professional-services and finance applications.
- Azure monitoring, identity, SQL platform services and cloud-hosted application support.
- PowerShell, VBA, VB.NET, Microsoft Access, Crystal Reports and structured troubleshooting of bespoke or legacy solutions.
Person Specification
- Customer-focused and calm under pressure, with sound judgement across impact, urgency, risk and competing priorities.
- An experienced problem solver who applies structured analysis, persists through ambiguity and brings complex issues to a controlled conclusion.
- A credible escalation point who takes ownership, communicates clearly and knows when to involve specialists, suppliers or leadership.
- Collaborative and generous with knowledge, with the ability to coach colleagues and raise technical and operational standards across the team.
- Organised and delivery-focused, able to manage multiple investigations, operational activities and change commitments without losing attention to detail.
- Committed to secure working, data integrity, auditable controls, high-quality documentation and professional service management.
- Comfortable operating within an India-based team aligned to UK business hours and working closely with UK colleagues and stakeholders.
- Professional, ethical and aligned to Forvis Mazars values, demonstrating integrity, inclusion and accountability
Measures of Success
Outcome
Examples of evidence
Effective escalation management
Complex and high-impact issues have clear ownership, disciplined investigation, timely communication and appropriate resolution or escalation.
Stable and performant applications
Operational checks, maintenance, monitoring and preventative action support dependable application availability and performance.
Reduced repeat incidents
Root-cause analysis, known-error management, automation and permanent fixes reduce recurring demand and business disruption.
Controlled data and integration support
Data fixes, scheduled processes and interfaces are handled safely, accurately and with appropriate validation and auditability.
Change readiness
Upgrades, releases and business changes enter service with effective testing, documentation, handover and early-life support.
Stronger team capability
Analysts receive practical coaching, reusable knowledge and clear technical guidance, reducing avoidable escalations and dependency on individuals.
Positive stakeholder outcomes
UK stakeholders receive professional support, transparent updates and pragmatic resolution of business-impacting issues.
Improved service maturity
Support documentation, monitoring, controls, service insight and continuous-improvement actions become more complete and effective over time.
At Forvis Mazars, we embrace diversity and are committed to fostering an inclusive culture where everyone feels valued, heard, and empowered. We provide equal opportunities for growth and advancement, regardless of background, identity, or experience. Join a global team where your unique perspective helps shape a more equitable and innovative future. If you’re ready to make an impact and elevate your career, we’d love to hear from you.
