Reports To:Service Delivery Manager
Application Support Engineer required to join the IT Solutions team of Stella McCartney.This is a technical specialist whose portfolio will cover level 1 and level 2 troubleshooting, application development, application support and database administration. This is a truly hands on and varied role; you will need to adapt to multiple and changing priorities, quickly, professionally and importantly, with a sense of humour.
Initially it will be the successful candidate’s responsibility to support large integration projects during the transition away from existing legacy systems.
He or she will ensure business continuity and support the subject matter expert on the “as-is”, transition and target technical landscape. The role supports the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.
The Application Support Engineer will function within a design, build and operational team who work within enterprise scale data integrations (including Internet of Things & Open Data), operational reporting and MI/BI solutions (including Data Lake/Data Warehouse design and provisioning) across a mixed landscape.
Application Support Engineer, Key responsibilities and Tasks
·The role will map and document business processes, elicit and document functional and non-functional requirements for software changes, and act as the liaison between business and solution development teams
·Responsible for support of ongoing management of data Integration from various systems such as INFOR M3, RetailPro, Microsoft o365, Unified Communications and Databases.
·Providing helpdesk technical and functional support for business applications encompassing RetailPro and Mobile sales platforms.
·Take ownership to log, process and resolve issues through the helpdesk and issue tracking systems, working with other internal team members or third-party support to resolve root cause of escalated operational problems in a timely fashion.
·Participating in entire full cycle of implementation and ongoing improvements, including quality assurance and testing of any new, or upgrade to business applications.
·Work in configuration, managing and maintaining solutions for the business.
·Work with 3rd party vendors, software developers, other business analysts, project managers, IT, and business users to elicit and document requirements, analyse and guide solutions to ensure they meet the business' needs.
·Prepare functional specifications for customizations during implementations and ongoing continual improvement.
·Gathering and analysing business requirements, creating drafts for system design, development and specifications for customisations required by the business
·Maintain, configure, and support EDI interfaces between business applications
·Monitoring application performance and highlighting areas of concern, implementing improvements and producing relevant reports when required.
·Participating in solution definition on bigger applications projects.
·Ensure availability, quality, consistency, and accuracy of solutions through auditing and review of business applications.
·Prepare user manuals and training plans for business applications when required.
·Provide pre go live and post go live store support.
·Travel to Stella McCartney’s sites as required to provide any support or training as required.
·Any reasonable additional duties as requested or delegated by the line manager.
·Process Owners, Regional business managers and super users relevant to Stella McCartney JP.
·IT: Service Teams, Data & Integration Team, Infrastructure Managers, Service Delivery Managers.
·External software providers
·External service providers
·External consulting partners.
***APPLICANT MUST BE A JAPAN RESIDENT***
Application Support Engineer, Essential / Desired Skills, Qualifications and Behaviours
· A driven customer focused approach
· Strong blend of technical depth and business process of Fashion B2B/B2C channels
· Passion for technology and application solutions. Strong preference for candidates with strong development background
· Excellent knowledge of Fashion B2B/B2C business from the showroom to the shop floor
· 2+ years working in a Retail environment (preferably luxury) with excellent knowledge of all business processes in a B2B or B2C context.
·Willingness to learn data management, data warehousing and integration solutions
· highly interested in innovation and disruptive technology, a self-starter.
Location: While the Stella’s offices are in Tokyo, the ability to travel to Stella’s sites in Japan is essential. Overseas travel to China and HK may also sometimes required however it is expected that this role is Tokyo based.