About this role
In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit. Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy. Job Description and Key Responsibilities: This role is responsible for the entire incident management process for all first and second line technical support queries. This will include logging, recording and resolving of incidents. Undertake the initial analysis, resolve yourself or identify correct resolver and monitor until fix validated and deployed. Responsible for tracking all issues and root cause in order to feed into the strategic future direction of the IT systems. It will be of upmost importance that the analyst understands business needs, manages priorities and escalates where required. The role also involves close engagement with stakeholders and suppliers including the internal teams to ensure speedy resolution of all issues. The analyst will participate in regular update meetings with stakeholders communicating updates and reporting back to the business. Person Specification: 1-2 years Oracle retail (RETEK 10.1 ) experience advantageous 1-2 years Infor WMS (WMS multi-tenant 2024.08.04) advantageous Experience with POE (Purchase Order entry) process's Knowledge of Oracle Retail Integration Bus (RIB) essential A relevant 3rd Level Qualification (IT, eCommerce, Supply Chain) 3-5 Years technical support experience Experience with SQL would be a significant advantage Ability to provide 1st and 2nd line support and resolution and provide key details when escalating to internal or partner service desk Experience managing complex scenarios with multiple partners to ensure the overall business SLA is achieved 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 Demonstrates a flexible & agile approach to work, with proven examples of this behaviour Experience in file transfer, encryption technologies Knowledge of VB.net, Excel VBA Proven experience in supporting handheld devices