Systems Analyst

About the Company:

Duncan & Todd Group is one of the leading optical and hearing care providers based in Scotland. In operation for over 50 years, our brands include: Duncan and Todd, 2020, Douglas Dickie, JM Macdonald, James Hughes, Browns, IC Andrew, and Smart Employee Eyecare.

About the Role:

The Systems Analyst will ensure the effective performance, development, and integration of core business systems across the Group, enabling operational excellence, reliable data flows, and continuous improvement. The Systems Analyst acts as the bridge between operations, IT service providers, and software vendors, ensuring systems meet business needs and deliver maximum value.

Responsibilities

• Take ownership of key software platforms across the Group, including SAP ByDesign, Optix, Innovations/Occuco, Power BI, and ADP.
• Act as primary liaison between business operations, the IT services provider, and external system software vendors.
• Lead the development, enhancement, and implementation of system improvements, ensuring alignment with business requirements.
• Analyse system performance, data accuracy, and process flows to identify areas for optimisation.
• Support integration projects, including NHS integrations, data warehouse initiatives, and cross-system data flow enhancements.
• Manage system issues, escalation paths, and change requests to ensure timely resolution.
• Develop and maintain documentation, including process maps, user guides, and training materials.
• Coordinate and deliver training to end users to support adoption and proficiency.
• Ensure system compliance, data integrity, and alignment with audit requirements.
• Collaborate with Finance, HR, Retail, and Manufacturing functions to understand evolving needs and turn them into system solutions.
• Liase with Project Management team, Supporting project delivery across the Group, including upgrades, new sites, new module implementations, and process transformation initiatives.
• Work with IT services provider to ensure up-time of key systems and valid disaster recovery procedures in place

This list is non-exhaustive, and the role holder may be required to undertake additional duties that are not specifically listed above.

Requirements

• Strong understanding of enterprise and operational systems such as ERP and BI platforms.
• Knowledge of current systems within the business preferred but not essential
• Ability to analyse data flows, troubleshoot issues, and translate technical concepts into business language.
• Understanding of systems integration, APIs, reporting structures, and workflow automation.
• Problem-solving mindset with strong analytical thinking.
• Effective stakeholder management across operations, retail, head office, and third-party providers.
• Strong communication skills with ability to influence and challenge constructively.
• Proactive, detail-oriented, and able to manage multiple workstreams.

Required Work Experience

• 3–5 years experience in a systems support, systems analyst, or business analyst role.
• Experience working with ERP or practice management systems within a multi-site environment is beneficial.

Required Qualifications

• Degree or equivalent experience in IT, Information Systems, Business Systems, or related field.
• Relevant certifications (e.g., SAP, Business Analysis) desirable but not essential.