Systems Support & Process Improvement Analyst in London, London

Systems Support & Process Improvement Analyst

Location: Remote (Home Based – UK)

Working Hours: This is a UK-based role supporting US stakeholders. Flexibility to accommodate US time zones is required from time to time, balanced with a flexible and outcome-focused approach to working hours.

Employment Status: Full-Time

Salary: Competitive (DOE)

We’re looking for a proven and experienced Systems Support & Process Improvement Analyst to join our established and growing branded merchandise provider operating within the US collegiate market.

The Systems Support & Process Improvement Analyst is responsible for improving operational efficiency and supporting the company’s key business systems — especially Acumatica ERP, HubSpot CRM, and our point-of-sale (POS) system in a retail environment. This position focuses on developing and implementing process improvements across departments while also serving as second-line system support, managing escalated issues through HubSpot’s ticketing system.

This role works closely with store managers, the operations team, and accounting to troubleshoot and resolve inventory, workflow, and system issues related to Acumatica and our POS. The ideal candidate combines strong technical aptitude, business process understanding, and foundational finance and accounting knowledge to ensure systems function effectively and align with company goals.

Key Responsibilities

Process Improvement & Systems Optimization

• Evaluate and document existing workflows across departments (accounting, operations, retail, and procurement) and sales channels to identify inefficiencies.
• Design, test, and implement process and system improvements within Acumatica and integrated tools to enhance accuracy, automation, and productivity.
• Collaborate with department leaders to ensure process changes align with accounting standards and business requirements.
• Develop and maintain SOPs and training documentation for system and process workflows.
• Lead strategically aligned cross-functional projects that enhance data flow, operational efficiency, and user adoption using standard project management methodologies
• Establish and monitor KPIs to measure the impact of implemented improvements.

Systems Support (HubSpot, Acumatica & POS Escalations)

• Act as the second line of support for system-related issues, managing and resolving escalated tickets through  HubSpot.
• Work directly with store managers to troubleshoot inventory discrepancies, data sync errors, and workflow issues within Acumatica and the POS.
• Identify root causes of recurring issues and recommend process or configuration improvements.
• Escalate complex ERP and POS issues to external vendors or technical specialists when necessary.
• Collaborate with first-line support and IT partners to ensure timely and complete resolution of issues.
• Maintain accurate logs, escalation histories, and documentation of solutions within HubSpot.

Reporting & Data Management

• Build and maintain reports and dashboards in Acumatica and HubSpot to support operational and financial decision-making.
• Ensure data accuracy across accounting, inventory, and sales modules.
• Partner with the finance and data analytics teams to support reporting, reconciliations, and month-end processes.
• Collaborating with the data analytics team, translate data insights into actionable recommendations for business and process optimization.

Education & Experience:

• Bachelor’s degree in business administration, information systems, accounting, or a related field (or equivalent experience).
• 3 – 5+ years of experience in systems support, ERP/CRM administration, or process improvement roles.
• Hands-on experience with Acumatica ERP (configuration, workflows, and reporting) is advantageous.
• Experience using HubSpot CRM for ticketing or issue management preferred.
• Understanding of basic finance and accounting principles (general ledger, AP/AR, inventory costing, etc.).
• Experience in a multi-location or retail environment strongly preferred.

Technical Skills:

• Proficiency with ERP and CRM platforms (Acumatica, HubSpot).
• Familiarity with POS systems.
• Strong skills in Excel and data analysis; Power BI or SQL experience a plus.
• Ability to translate operational needs into system configurations and process improvements.

Core Competencies:

• Excellent communication and cross-functional collaboration skills.
• Analytical thinker with a strong attention to detail.
• Organized and proactive, with the ability to manage multiple priorities effectively.
• Customer-service mindset with a focus on supporting store and business users.

INDHS 

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.

Voceer presents this job opportunity for Equals One Ltd, a 50 person sized company who are categorized as a Recruitment Agency.

This position is being managed by Equals One Ltd, a reputable recruitment agency known for placing candidates in desirable positions.