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Digital Support Analyst

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Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.
We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.
Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

The role
As a Digital Support Analyst, you will be a key part in the day-to-day operation of both Superdrug and Savers Digital systems, primarily the websites, CRM systems and Order fulfilment processes.
Our websites and associated systems are a combination of local and cloud hosted, the former on the Azure / SAP Commerce cloud platforms. Training on Azure / SAP Commerce cloud platform admin will be provided.
The role is responsible for ensuring the effective logging, monitoring, and resolving of Digital Support tickets. This will involve liaising with our in-house development, Business Analyst’s, and customer support teams as well as development teams in various European locations.
You will help to ensure we deliver digital support with a focus on customer service and adhering to company standards and within agreed SLA’s. You will be working with a team of 1 other support analyst and report into the Digital Support team leader.

Here's the exciting bit…a day includes
Log, monitor and resolve digital support calls to agreed standard and SLA
Work with other development and analysis teams, both within Superdrug and within the ASW Group
Focus on delivering excellent customer service within the support function, working to ITIL standards
Root cause analysis of issues, ensuring scope and implications of any change are fully understood
Involvement with small projects when the support workload will allow
Walk through system changes with project teams and review support documentation ensuring it is complete and to standard
Write user documentation and train internal customers in the use of new software
Assist with implementation of system changes according to ASWatson change control procedures
Plan and prioritise own work and report progress to manager
Communicate professionally with internal customers and external contacts
Keep abreast of industry IT developments.
Keep abreast of AS Watson UK IT strategy
Manage personal development
Coach other team members in technical skills
Participate in intra-departmental working parties
Work with 3rd party technical teams

What you’ll need to succeed
Experience in IT in a support role
E-commerce experience with knowledge of relevant systems.
These currently include:
Oracle – at least a basic knowledge of SQL and is required
Azure – any previous experience is desirable
Hybris – knowledge of Hybris web platform is desirable
Siebel – any previous experience is desirable
Adobe Campaign - any previous experience is desirable
Data Warehousing - knowledge of data warehouse development, and Business Objects is desirable
In-depth experience of working with commercial systems, infrastructure, and databases.
Preferably experience of working in a Retail business.
Experience of using standard project and development lifecycle.

Here’s what’s in it for you
Generous salary, bonus and pension matching
25 days holiday plus Bank Holidays rising to 30 days with length of service
Working in a stylish, modern, and collaborative open plan office near East Croydon Station
2 staff discount codes for yourself and a family member or friend, Cycle to Work scheme and Childcare vouchers
Unrivalled Learning and Development programmes
On-site beauty treatments, table tennis and weekly Health and beauty giveaways

Come and be part of something special.

Hours: 37.5 a week | 9.00am - 5.30pm
Location: East Croydon



Superdrug Head Office,51 Sydenham Road,CROYDON,CR0 2EU


Apply now to become part of more

By joining us, you will be part of More than just a health and beauty retail group. You’ll become part of an organisation which is well-recognised all over the world.