Job Title: Senior Application Support Analyst
Reporting To: Application Support Manager
Location: No.3 St James's St London or Basingstoke, Hybrid working available - 2-3 days per week, working from either office when your team comes together.
Berry Bros. & Rudd is more than 325 years old, but we never stand still. As the world's best and most trusted fine wine and spirits merchant, we are committed to helping our customers drink better, now and in the future. A career at Berry Bros. & Rudd is a unique and rewarding experience, combining the rich background of centuries of history with a modern family-owned culture, built on ambitious plans and with people at its heart.
This role is part of our transformation towards a modernised, digitally enabled organisation serving our internal and external customers with best-in-class applications to support their collecting journey.
The job in a nutshell
You'll be joining a team that is responsible for providing 1st and 2nd line day to day support to Berry Bros. & Rudd employees for all core business applications and therefore will be the first point of contact for all business applications queries. The role forms part of our IT Service Delivery team.
Who you will work with
Internal: Service Delivery Team, IT colleagues and all BBR employees.
External: All 3rd Parties providing support for business applications.
What you will do
- To provide day to day support on core business applications to the whole BB&R user community in all regions - core business applications include eCommerce applications, Customer management applications such as CRM, SAP S4/HANA, PoS, Success Factors, Intranet
- To handle all business queries received and see them through to resolution where possible, and when required, logging with appropriate 3rd parties
- Working to identify recurring challenges and engaging in root cause analysis and problem resolution
- Provide 1st / 2nd line support for all IT core business applications, which includes logging the nature of the problem, investigating and resolving where possible
- Escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally as needed.
- Maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
- Provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls
- Liaise with external suppliers for call tracking and resolution within their agreed Service Level Agreements
- Work side by side with users to understand their challenges and IT issues daily and make recommendations for application improvements
- Support implementation of new services or upgrades by assisting with testing and release management.
- Manage bulk data uploads and imports to support business processes
- Develop custom reports and simple tools to meet IT and user needs
- Ensure that all working practices comply with Health and Safety legislation
What you will bring to the role
Experience / Achievements
- Minimum 5 years' experience of Application support, particularly in a Retail environment, supporting multiple applications and managing suppliers
- Must be fully computer literate with experience of one or more of the following - Adobe Commerce, SAP S4HANA, Creatio and Web applications,
- Experience in Akeneo, SuccessFactors or LS Retail POS an advantage.
- Desirable - Knowledge of database and reporting technologies
Your Skills, Knowledge and Behaviours
- Excellent communication skills
- A strong team player
- Excellent internal and external customer service skills
- Effective organisation skills
- Ability to work and effectively engage with people at all levels within the organisation
- Effective time management and prioritisation of tasks
- Highly flexible, with the ability to adapt
- A keen problem solver
- Ability to work under pressure
Qualifications
- ITIL Foundation (essential)
We support our colleagues with a wide range of benefits: you will start with 24 days' holiday, and 3 additional days over the Christmas period and 1 Personal Day, Private Medical cover & Health plan, Life Insurance, Pension, Employee Assistance Programme (EAP), generous Employee discount (up to 40% off products), and many more.
Closing date: 5th September 2024
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.