About Oh Polly

Founded in 2015, Oh Polly creates high-quality, innovative designs that are trend-driven, meeting our customers’ needs in an ever-evolving market without compromising on our global responsibility and ethical values. Our business model is social first, centred around our industry-leading Instagram and Facebook accounts. 2020 saw the launch of Bo+Tee, Oh Polly’s much-loved gym and activewear brand, followed by the launch of Neena Swim in 2021, focusing solely on stylish swimwear. Fast forward to 2023 and we now have a combined following of over 8 million across the brands, selling products in almost every single country around the world. Operating via offices in Glasgow, Liverpool, London, Los Angeles, Dhaka and Guangzhou, the business has over 300 employees in the UK and 1500 directly employed worldwide. As we continue to expand our global presence, we are looking for talented, driven, and ambitious individuals to join the Oh Polly team! Here, you can expect an environment to flourish, develop and take your career to the next level.

About the department

Reporting into the Technology Director you will play a crucial role in delivering application support to your colleagues across the business and our ecommerce platform.

You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence that the issues will be resolved. You thrive on seeing incidents and problems through to resolution, spotting trends and holding yourself to the highest best practice standards. You keep up to date with technology; enjoy getting into the detail and owning issues.

This is an exciting opportunity for an ambitious, technically strong and solution focused Application Support Analyst to join our evolving Technology team.

Any exposure to retail/ecommerce technology highly desired.

Main responsibilities

The purpose of the role is to respond effectively to incidents and requests restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders. Providing cover for the Technology Service Desk as required. To provide a problem management function for the application estate. To drive application standardisation, documentation, performance and knowledge both within Technology Services and the wider business. The key responsibilities are:

Incident Management

Acting as a technical escalation point for the Technology Service Desk and a bridge into both our in house Development Team and our technology partners. Reviewing application incidents, completing diagnostics, replicating bugs and resolving or technically escalating incidents. Ensuring the right resolution path is followed and SLAs are continuously monitored. Flagging any knowledge management opportunities prior to closure.

Problem Management

Owning problem management for applications, prioritising, monitoring, reporting on and ultimately resolving problems. Continually utilising incident trend analysis to reduce demand on incident management via root cause analysis. Ensuring the lessons learnt from each problem are identified and documented.

Knowledge Management

Creating and maintaining known errors, workarounds, knowledge articles and standard operating procedures. Seeking training and documentation opportunities across Technology Services. Pulling knowledge from the Development Team and pushing knowledge towards the Technology Service Desk as well as the wider business.

Experience

Mandatory

• Expert level application support skills with an ability to learn new enterprise or bespoke applications quickly and support them to a second line level
• Experience in SQL/DB technologies
• Ability to take log files generated from various applications / sources to then problem solve, and root cause analyse
• Strong MS office Skills, particularly Excel
• Strong problem solving and investigative skills
• Desirable
• Retail technology experience.
• Experience with ecommerce platforms ideally Shopify
• Experience with WMS platforms ideally Peoplevox
• General retail background

What's on offer?

• 50% discount on all Oh Polly, Bo+Tee and Neena Swim products.
• Learning and Development opportunities.
• Corporate gym membership.
• Cycle to work scheme.
• 25 days annual leave +an extra day for your Birthday!
• Company Pension.

This Company is an equal opportunities employer
Oh Polly job positions are open to all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.