Job Description

Digital Support Analyst

• Job Type: Contract
• Location: South London
• Day rate: Negotiable

We are seeking a Digital Support Analyst to join our dynamic team. This role is crucial for ensuring the effective logging, monitoring, and resolving of Digital Support tickets, involving close liaison with in-house development teams, Business Analysts, and customer support teams across various European locations. You will play a key role in delivering exceptional digital support focused on customer service, adhering to company standards, and meeting agreed SLAs.

Day-to-day of the role:

• Deliver day-to-day operational support to ensure systems and services are running effectively.
• Monitor performance, identify issues, and coordinate resolution efforts with internal teams and external partners.
• Support incident management processes, including triage, escalation, and effective communication.
• Collaborate with cross-functional stakeholders (e.g., IT, Digital, CRM, Martech, Vendors) to resolve issues and deliver improvements.
• Analyse trends and data to identify recurring issues and recommend proactive improvements.
• Contribute to projects, releases, and system enhancements, ensuring smooth implementation and business readiness.
• Document processes, controls, and procedures to support operational consistency and knowledge sharing.
• Ensure compliance with internal policies, standards, and service level agreements (SLAs).
• Support continuous improvement initiatives, including automation and process optimisation.

Required Skills & Qualifications:

• Proven experience in IT support, preferably within a retail business.
• E-commerce experience with knowledge of relevant systems such as Oracle, Azure, Hybris, Siebel, Adobe Campaign, and Data Warehousing.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with ticketing systems (e.g., TopDesk, Jira) and incident management processes.
• Excellent communication skills, both written and verbal.
• Good understanding of data analysis and reporting tools is desirable.