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IT Support Analyst

London, United Kingdom
Closing date
12 Jul 2023

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Job Details


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 be 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.

Job Purpose - Overview

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 gets the most from its tooling landscape. .

Key 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 user
  • 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 

Qualifications, Skills, Experience Required

  • 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


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