Analyst, Application Support

Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands, to our commitments to corporate social responsibility, you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

At Holt Renfrew, our purpose is to inspire a life of style. We achieve this by living our Brand Spirit; demonstrating Holts' values :

• Passion - Own it
• Excellence - Elevate every moment
• Warmth - Open to the world
• Unity - One team. One Holts

The Technical Support Analyst, will be responsible for diagnosing, troubleshooting, and resolving technical issues related to SAP applications and systems as well as other Corporate systems.

The Analyst will work closely with end-users, Developers, and other IT professionals to ensure the smooth operation and optimization of our Corporate applications and integrations focusing on SAP support.

Specific responsibilities include (but are not limited to) the following :

Incident control and life cycle management of service requests :

• Provide technical support for Corporate applications including SAP applications and systems, including troubleshooting and resolving user-reported issues promptly and effectively.
• Diagnose and analyze technical problems related to SAP modules, SAP ECC, SAP CAR
• Collaborate with end-users, functional analysts, and developers to understand and address system issues, ensuring minimal disruption to business operations.
• Perform root cause analysis of recurring issues and implement preventive measures to minimize future occurrences.
• Develop and maintain technical documentation, including system configurations, troubleshooting guides, and knowledge base articles.
• Coordinate with SAP consultants and vendors to escalate and resolve critical issues that require their expertise.
• Assist in coordinating the planning, execution, and monitoring of SAP system upgrades, patches, and enhancements as well as annual IT audits.
• Perform validation checks on processes and integrations as needed to ensure they adhere to the expected results.
• Work closely with cross-functional teams to support the integration of SAP systems with other enterprise applications.
• Participate in training sessions and knowledge sharing activities to enhance the technical skills of the support team.

Maintaining customer satisfaction :

• Communicate with the customer to restore normal service operation as quickly as possible and minimize the adverse impact on business operations
• Keep affected business partners informed about progress of an incident or request
• Ensure that the best possible levels of service quality and availability are maintained
• Build relationships with the Tier 3 subject-matter experts and third-party vendors to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded

The ideal candidate :

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience as an SAP Technical Support Analyst or similar role, with working knowledge of SAP modules and their integration.
• 2+ years of customer service experience in an IT support role
• Understanding of SAP architecture, components, and underlying technologies
• Proficiency in troubleshooting SAP system issues, and analyzing system logs
• Solid problem-solving skills and the ability to work well under pressure in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with both technical and non-technical stakeholders.
• Experience in coordinating with third-party vendors and SAP consultants for issue resolution.
• Knowledge of ITIL processes and methodologies for incident, problem, and change management.
• Ability to adapt quickly to new technologies and stay updated with industry trends.
• Self-motivated, proactive, organized and able to work independently as well as part of a team.
• Must be available to be on-call 24-7 on a rotation for managing major incidents to resolution

The measures of success :

• Contribution to financial objectives
• Individual objectives linked to the achievement of department goals
• Feedback from internal and external clients

Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees their diverse backgrounds, abilities and experiences make our business stronger.

If you are contacted for a job opportunity and require accommodation, please email [email protected] and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process.

All requests are confidential and used only to meet candidate needs.