The ERP Analyst is part of the team responsible for the operation and support of a number of key Business Systems within Harvey Nichols. The role involves operating, monitoring and supporting of third party and Harvey Nichols developed systems, and liaising with third party service providers. The IT team aim to provide a service worthy of a 5* luxury brand which means we are impeccable in delivering our activities with the highest levels of customer service within the agile retail sector.
The ERP Analyst will look to maximise the use of the products by demonstrating professionalism, skill and expertise that adds long-term value to Harvey Nichols businesses, encouraging strategic solutions that both add to revenue and ensure the highest level of customer service possible.
This role forms part of a focal point for incident and problem resolution, feedback suggestions and ideas that aim to improve the user experience and perception of IT operations.
What you will be doing:
Check, monitor and resolve any business system issues on a daily basis.
Provide 2nd & 3rd line support for IT-owned systems and applications.
Incident response, providing accurate and timely updates to support tickets, managing issues and problems to resolution.
Confidently administer day-to-day business issues with third party suppliers.
Actively assist in the delivery of departmental projects.
Collate and relay feedback from business as to the usability, performance and perception of business systems and processes. Make recommendations for changes based on this feedback; always maintain an understanding of user perceptions of key systems.
Develop, suggest and maintain changes to operational procedures with a view to improving the efficiency and stability of deployed systems.
Collate, maintain and share knowledge with effective documentation, communication and collaboration.
Impeccable customer service
Technical hardware and software troubleshooting and problem resolution
Ticket management methodologies and processes
Involvement in delivery of projects within a fast-paced organisation.
Operational processes and procedures
Certification - ITIL v3 Foundation (desirable)
Knowledge of systems and data (Merret, ServiceNow, HHTs)
A bit about you:
A natural relationship builder
Willingness to learn independently and within a close team environment
Ability to multitask while being master of your workload and commitments
Dedicated and conscientious attitude.
Ability to remain calm whilst delivering to stringent deadlines
Excellent organisational skills.
Excellent communication skills (written, verbal and listening)
In return we offer a friendly, supportive, learning environment. We offer competitive basic salaries with excellent benefits including a heavily subsidised travelcard and staff discounts.