Web Support Analyst

The Works Stores PLC
Coleshill, Birmingham
£21,000 per annum
02 Jul 2019
29 Jul 2019
Contract Type
Full Time
Web Support Analyst

There has never been a better time to join The Works and be part of our #creatingsomethingspecial journey!

We are extremely successful market leaders boasting year on year growth both within our high street stores and online and what an amazing journey we are on! We currently have an amazing opportunity to join our E-Commerce team as Web Support analyst at our Support Centre on Hams Hall Distribution Park, Coleshill

You will co-ordinate the support and maintenance of theworks.co.uk (on all platforms), and associated systems to ensure 100% website uptime, best customer experience and smooth transaction web releases whilst assisting in the testing of new functionality in any web release before it is implemented. You will provide both technical, web service and customer focused skills to support the Multichannel Department with their day to day issues and to successfully drive growth and development on the website.

  • Build good working relationships with Web Trading, Marketing, Web Development, Fulfilment, IT and Customer Service Department, in order to liaise and advise on queries.
  • Support and assist with any ad-hoc administration duties in an organised and timely manner.?
  • Liaise with internal and external customers to maintain and support the company web services, acting as an escalation point for any disruption to online service delivery and operations teams delivering elements of the service.?
  • Manage Service Level Review Meetings with appropriate suppliers and represent Service Delivery performance on behalf of the Multi-Channel Department.?
  • When a major incident occurs both in core hours and out of hours, I will manage the process, ensuring I find a solution for internal and external customers in a timely manner.
  • Identify and drive the top Problem Resolution for the web services in line with ITIL V3 best practice continually identifying ways to reduce incident volume and cost.
  • On-going accountability for agreeing, driving and delivering end to end SLA's with associated partners and building close working relationships in order to achieve deadlines.

Qualities and Experience
  • Experience of using IBM WebSphere and JIRA (or similar along with knowledge of ITIL Service Delivery practices or proven ITIL V3 foundation certification
  • Good background in Web and IT Service Delivery, with strong technical knowledge with HTML, CSS, Responsive Web Design, JavaScript and jQuery
  • A real team player with the ability to work on own initiative, self-motivated and self-sufficient
  • Financially aware with working knowledge of SLA's, including their creation, concepts and management
  • Excellent investigative and problem solving abilities with a keen eye for detail and quality
  • Strong interpersonal and communication skills,
  • Focused on delivering high quality customer service
  • Advanced level computer experience including MS Office (Word, Excel, Project and PowerPoint)