Technical Support Analyst

Every product on our shelves and online begins its journey here. As a Technical Support Analyst in our Product Systems team, you will manage the bespoke applications that empower our Buyers, Merchandisers, and Designers to bring ideas to life.

Your role is vital to keeping these systems running smoothly, directly supporting our teams and ensuring a seamless experience for our customers. You will work alongside a collaborative team of professionals who solve complex problems, with the training and freedom you need to develop new initiatives and grow your career.

What You'll Take On:

• Provide application and operational support to product owners and business teams to ensure day-to-day systems run seamlessly.
• Interrogate databases to diagnose incidents and execute data fixes to keep our platforms stable.
• Build collaborative relationships with cross-functional teams across all levels of the business.
• Assess the business impact of incoming technical issues, prioritising and managing them within ServiceNow.
• Stay updated with new application deployments, identifying systemic issues and escalating high-priority problems to engineering and management teams.Maintain system configuration, manage user access permissions, and contribute to internal knowledge documentation.

• Proven experience in an IT Service Desk or Application Support environment, managing bespoke software.
• Strong problem-solving skills with an ability to diagnose system and application issues.
• Excellent organisational skills to manage large workloads and competing priorities in a fast-paced environment.
• Clear communication skills with a track record of working closely with teammates both face-to-face and remotely.
• Experience with enterprise Service Management tools like ServiceNow, alongside proficiency in Google Workspace or Microsoft Office.A collaborative mindset to help build a positive, supportive team culture. Experience with SQL databases, ITIL frameworks, or retail environments is beneficial.

Pulled from the full job description

• Employee discount
• Free parking
• Discounted gym membership
• On-site parking, #LI-Hybrid
• 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT)
• Company performance based bonus
• Sharesave scheme
• On-site Nursery available; OFSTED outstanding in all areas
• 10% off most partner brands & up to 15% off Branded Beauty
• Early VIP access to sale stock
• Access to fantastic discounts at our Staff Shops
• Restaurants with great food at amazing prices
• Access a digital GP and other free health and wellbeing services
• Free on-site parking
• Financial Wellbeing - Save, track and enhance your financial wellbeing
• Apprenticeship - Grow and develop on the job whilst gaining a qualification
• Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
• Support Networks - Access to Network Groups to empower and celebrate each otherWellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more