Application Support Analyst
Talk about great careers!

At New Look we love nothing more than making a big noise about what we do best. It’s all part of something we like to call ‘talkable fashion’ – our vision to get our fabulous products on the tip of everyone’s tongue. But while our fashion makes us such a hit with our customers, it’s the drive and passion of our people that makes our thriving company such an exciting place to be.

What is the purpose of the role?

The Trading Application Services Analyst is primarily responsible for providing application support to current and future systems.

The key tasks for this role include fault diagnosis, second line incident management and the identification and implementation of fixes, work-arounds or small scale enhancements. The Trading Application Services Analyst is also required to participate in the testing of new applications and new application releases, and the transition of changes into production.

Responsibilities

What is the role responsible for?

• Responding to calls logged on the IT Helpdesk call logging system (HEAT) maintaining calls records and providing appropriate and timely communication to customers.
• Providing fault diagnosis and second line incident management to the Business for the central trading systems which include:
  • Oracle Retail Merchandising System
  • Editrack (supplier extranet)
  • Quantum (allocation and replenishment)
  • Bespoke applications developed using Service Oriented Architecture
  • In-house developed applications developed using a variety of technologies
• Managing the escalation to third line support (in-house or third party) where appropriate and maintaining management of escalated incidents to ensure timely and satisfactory resolution.
• Identifying and implementing fixes, work-arounds or small scale enhancements.
• Providing input to development projects on a constancy basis
• Participating in the execution of test phases as required:
  • Design of test plans
  • Writing test scripts aligned with business requirements
  • Constructing test data
  • Conducting tests
  • Support user acceptance tests
  • Reporting defects
  • Reporting progress
  • Escalating issues and risks
• Working with development teams to ensure the smooth transition of changes into production

Technical and Behavioral Skills

• Strong customer and service focus
• Strong written and verbal communication skills
• Questioning, challenging and business analytical mind
• Proven problem solving skills
• Understands business priorities and processes
• Delivers results at pace without compromising quality
• Builds good working relationships
• Strong willingness and desire to learn quickly
• Ability to work on own initiative whilst observing defined processes
• Good time management skills and organisational ability
• Flexible and able to cope with change

Desirable Experience and Technical Skills

• Retail experience
• Knowledge of Oracle Retail Merchandising System
• SQL skills
• Microsoft SQL Server knowledge
• Background in developing applications using .NET framework

We offer:

• Excellent salary + benefits

On top of this, we also offer competitive bonuses and incentives, life assurance, as well as a company pension scheme. It all adds up to a dazzling package.