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Support Analyst

London, United Kingdom
Closing date
6 Dec 2022

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Job Details

Job Purpose

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.

Key Responsibilities
  • 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 Improvement programme
  • 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.


Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core. Digital luxury positioning and intensive focus on design innovation, quality and heritage icons of the trench coat, trademark check and Prorsum knight, ensure continued brand purity and relevance globally across genders and generations.

At Burberry, every individual, every team and every function, shares an incredible passion for the brand and is guided by a ‘brand-first’ mind-set. Decisions are evaluated through the lens of the long-term health and vitality of the Burberry brand.

Burberry believes that in order to be a great brand it must also be a great company. Inspired by three Core Values - Protect, Explore, Inspire - rooted in the brand’s heritage and continually informing its guiding principles, Burberry leverages its compassionate and creative thinking culture to continually innovate and drive the brand forward.


Find Us
Horseferry House
United Kingdom
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