Senior Web Ops Technical Support Analyst

at  Brown Thomas Arnotts

GET TO KNOW US

At Brown Thomas Arnotts, we are Reinventing Retail. Our purpose is to enrich our customer’s lives, which we achieve by living our values – Going Above and Beyond, Driving Creativity and Innovation, and Doing the Right Thing. We are one business with two iconic brands, bringing exciting experiences to life through our digital and physical destinations. Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.

KNOW WHAT WE’RE LOOKING FOR

We are looking for a senior technical support analyst preferably from an eCommerce support background. The ideal candidate will have all or a combination of the following qualifications\skills:

• A relevant 3rd Level Qualification (IT, eCommerce, Supply Chain)
• At least 1 year of technical support experience – eCommerce platform experience is a definite plus
• Ability to provide 1st and 2nd line support and resolution and provide key details when escalating to internal or partner service desk
• At least 1 year experience managing a small team, preferably of a technical background
• Minimum of 1 year experience in either Salesforce Commerce Cloud, SF Platform, Mulesoft or Order Manager
• Experience managing complex scenarios with multiple partners to ensure the overall business SLA is achieved
• Experience supporting online supply chain ERP system
• Experience managing user access for online systems e.g., business manager, Adyen, Order manager, JIRA confluence
• Ability to direct, interact and share technical issues
• Excellent communication and interpersonal skills with a strong customer focus
• Excellent analytical, problem solving skills and attention to detail
• Ability to prioritise effectively in order to resolve issues
• Ability to manage and analyse complex data
• Ability to work under tight deadlines
• Ability to adapt to new technology platforms quickly
• Ability to support various teams across the business by resolving any issues with job processes, pricing, order flow, inventory etc
• Demonstrates a flexible & agile approach to work, with proven examples of this behaviour
• Competent in Microsoft Windows, Office suite
• Ability to work with service providers on complex issues with a view to identifying root cause

Technical Skills

• Strong SQL skills with proven experience in querying complex Oracle databases
• Experience of supporting retail facing websites, integrated order management & fulfilment systems and Oracle based merchandising systems would be a significant advantage
• Proficient on Confluence & Jira or similar type tools
• Experience with python a plus

KNOW WHAT’S IN IT FOR YOU

We believe every team member should have the opportunity to curate a meaningful career that enhances professional and personal development. That is why we foster a culture of belonging and inclusiveness where your voice is valuable. A great customer experience starts with a great people experience, and we’re proud to have been recognised by multiple industry bodies for our progressive workplace culture.

As a Brown Thomas Arnotts team member, you will benefit from:

• Competitive Salary
• Contributory Pension Scheme
• Competitive annual leave entitlement
• Team Member discount across the world’s most iconic brands
• Recognition Days for Volunteering & Wellbeing
• Wellbeing Initiatives
• Extensive Learning & Development Offerings
• Leading Talent Programmes
• Flexible Working Model
• Additional Benefits

KNOW HOW WE WORK

Experience is our business: Our customer engagement sets the bar in service and experiential retail, giving our customers something to love every time.
We Are More Than Shops: We create enjoyable places, to excite, where people socialise, discover, learn and are inspired, and where local communities are enriched.
We are Curators: Our unique range of product and services are key to the sense of excitement that Brown Thomas Arnotts is renowned for, whether for a special day or every day, things that make our customer’s lives better.
We Care for Our People: We believe a great customer experience starts with a great people experience. That is why we promote a culture where talent is nurtured and where creativity and learning are valued.
We Succeed by Working Sustainably: We are community-focused and our aim is to cultivate retail environments that are conscious, considerate and commercial.
Brown Thomas Arnotts is an equal-opportunities employer committed to fostering a diverse and inclusive workplace where culture and creativity come together. Our future success depends on the perspectives and contributions of all team members – their diverse backgrounds, abilities and experiences make our business stronger. We don’t discriminate on the basis of gender, marital status, family status, age, disability, sexual orientation, race, religion, and/or membership of the Travelling community.
We aim to ensure the candidate experience is accessible to all and every new team member who joins Brown Thomas Arnotts can expect to become part of a progressive community where different backgrounds, views & personalities aren’t just welcomed – they’re positively nurtured. After all, we want you to bring your whole self to work. Please contact us at careers@brownthomas.ie to request accommodation.

The senior web operations technical support analyst will be responsible for technical support for Brown Thomas & Arnott’s multichannel systems including integrations and our front end web platform and the management of the Web Operations team.

• You will be responsible for, with the direction of Web Operations Lead, the entire incident management process for all technical support queries. This will include logging, recording and resolving of incidents
• You will be expected to undertake the initial analysis, resolve yourself or identify correct resolver and monitor until fix validated and deployed
• You will be responsible for tracking all issues and root cause in order to feed into the strategic future direction of the multichannel systems
• The role will also involve close engagement with stakeholders and suppliers including the internal teams to ensure speedy resolution of all issues
• You will be a key stakeholder for key events e.g. Sale, Black Friday
• As a Senior you will also be responsible for the management of the other Web Operations team members, setting their objectives, conducting their reviews and 1to1s as well as acting as their direct line for team’s queries and AL requests
• Working closely with Web Operations Lead you will be involved in the transition into support of all new releases and the cascading of documentation & knowledge to relevant stakeholders
• It will be of upmost importance that the analyst understands business needs, manages priorities and escalates where required. The Senior Analyst will participate in regular update meetings with stakeholders communicating updates and reporting back to the business
• You will work closely with the teams’ Salesforce Marketing cloud Analyst and assist in duties around but not limited to Reporting, scheduling marketing pushes (email/sms/push) and journey building