IT Support Analyst

London, United Kingdom
24 Nov 2022
25 Nov 2022

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.


The IT Support Analyst will play a critical role 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 get's the most from its tooling landscape.


  • Lead the support for Wholesale selling tools across the application and data landscape.
  • Liaise with the business users of the tools to facilitate the effective use of the tools to support the end to end business process.
  • To proactively compete pre-market, market, and post market checks and analysis.
  • Ownership of Incidents, Service Requests, Problems and Changes relating to Wholesale Selling.
  • Responsible for level 2 triage, investigation, resolution of issue within SLA. This will include working with other internal support teams and 3rd parties.
  • Contribute towards Root Cause Analysis work
  • Develop knowledge base articles
  • Perform knowledge transfer to relevant teams, such as 1st line and business users.
  • Ongoing ticket and process analysis to identify trends and potential candidates for inclusion into our Continual Service Working closely with Service Management team to proactively manage backlogs and escalating where necessary
  • Work closely with the development teams to ensure support is considered in future project work
  • Operate in accordance with Burberry's approved policies, procedures, and processes
  • Support the testing of changes of the Wholesale Market and InSeason selling tools


  • Demonstratable knowledge and experience of ITIL processes including Incident, Problem and Change Management.
  • Strong Data and Literacy skills.
  • Strong troubleshooting/RCA skills and 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.
  • Experience in Product Development, Supply Chain and Retail is highly beneficial.
  • 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.


Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || London || IT || PRODUCT & SUPPLY CHAIN || n/a ||

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