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.

ResponsibilitiesProvide software and solution support across the application and data landscape for the Product, Supply Chain and Sustainability technology towerResponsible for triage, investigation and resolution of issues within SLA. This will include working with other internal support teams and 3rd parties, escalating accordinglyResponsible for management of application release requests and patch management of applications within remitContribute towards Root Cause Analysis work by becoming a Subject Matter Expert for the applications and solutions within the areas scopeOngoing ticket and process analysis to identify trends and problems for inclusion into our Continual Service Improvement programmeOwnership of Incidents, Service Requests, Problems and Change RequestsLiaise with business users of the tools and facilitate effective use, to support the end to end business processTo proactively complete checks and analysis before, during and after key business activitiesCreate and maintain knowledge base articles, training guides, failure scenarios and documentationPerform knowledge transfer to relevant teams, such as 1st line support and business usersWork closely with development teams to ensure support is considered in future project work and transition to business as usualOperate in accordance with Burberry''s approved policies, procedures and processes

Personal ProfileDemonstratable knowledge and experience of ITIL processes including Incident, Problem and Change ManagementStrong Data and Literacy skillsStrong troubleshooting/RCA skills and a confident approach to remote supportAnalytical and methodical approach to incident investigationPossess excellent communication skills and be able to clearly articulate themselves, both verbally and in writingMust be able to communicate effectively in both technical and business settings.Understand and empathise with customer needs and challengesSelf-motivated, creative, passionate and able to acclimate into a fast-paced, dynamic environmentSelf-directed and independent worker who can also lead through cross-functional incidents and initiativesComfortable building collaborative relationships with the ability to constructively challengeStrong judgement, with willingness to take responsibility for decisionsExcellent communication skills and the ability to convey information succinctly and concisely to both technical and non-technical stakeholdersExcellent interpersonal skills, able to build relationships and work effectively with others at all levels across the businessExperience in Product Development, Supply Chain and Retail is highly beneficialBOARD knowledge is highly beneficialPython knowledge is desirable

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