IT Support Analyst

Job Purpose

The IT Support Analyst will play a critical role as an escalation point supporting Burberry’s tooling across the Product, Supply Chain and Sustainability areas. They will work with the IT Team and Business stakeholders to ensure Burberry gets the most from its tooling landscape.

Responsibilities

• Provide software and solution support across the application and data landscape for the Product, Supply Chain and Sustainability technology tower
• Responsible for triage, investigation and resolution of issues within SLA. This will include working with other internal support teams and 3rd parties, escalating accordingly
• Responsible for management of application release requests and patch management of applications within remit
• Contribute towards Root Cause Analysis work by becoming a Subject Matter Expert for the applications and solutions within the areas scope
• Ongoing ticket and process analysis to identify trends and problems for inclusion into our Continual Service Improvement programme
• Ownership of Incidents, Service Requests, Problems and Change Requests
• Liaise with business users of the tools and facilitate effective use, to support the end to end business process
• To proactively complete checks and analysis before, during and after key business activities
• Create and maintain knowledge base articles, training guides, failure scenarios and documentation
• Perform knowledge transfer to relevant teams, such as 1st line support and business users
• Work closely with development teams to ensure support is considered in future project work and transition to business as usual
• Operate in accordance with Burberry’s approved policies, procedures and processes

Personal Profile

• Demonstratable knowledge and experience of ITIL processes including Incident, Problem and Change Management
• Strong Data and Literacy skills
• Strong troubleshooting/RCA skills and a confident approach to remote support
• Analytical and methodical approach to incident investigation
• Possess excellent communication skills and be able to clearly articulate themselves, both verbally and in writing
• Must be able to communicate effectively in both technical and business settings.
• Understand and empathise with customer needs and challenges
• Self-motivated, creative, passionate and able to acclimate into a fast-paced, dynamic environment
• Self-directed and independent worker who can also lead through cross-functional incidents and initiatives
• Comfortable building collaborative relationships with the ability to constructively challenge
• Strong judgement, with willingness to take responsibility for decisions
• Excellent communication skills and the ability to convey information succinctly and concisely to both technical and non-technical stakeholders
• Excellent interpersonal skills, able to build relationships and work effectively with others at all levels across the business
• Experience in Product Development, Supply Chain and Retail is highly beneficial
• BOARD knowledge is highly beneficial
• Python knowledge is desirable