IT Application Support Analyst

About us

We’re an award-winning, market-leading 3PL specialising in high-quality order fulfilment and delivery services. ILG customers are premium brands, many in the beauty, fashion and wellbeing sectors. Our mission is to help them succeed. ILG is a people business – we invest in training and development, recognising and rewarding our people’s achievements and creating opportunities for them to progress within our business. So, if you want to develop an exciting career, learn from a friendly team and realise your full potential in a fast-growing company, this is the role for you.

The role

Reporting into the IT Operations Manager, you will be responsible for providing 2nd line IT Support and Project technical resource, to internal business users and external clients, in relation to ILG’s core business systems (Carrier Management and Warehouse Management). The key responsibilities of the role will include:

• Internal (ILG) and external (client facing) 2nd line IT Application support
• System administration, maintenance and configuration for deployed business facing applications including Warehouse Management Systems (SNAPfulfil, 3EX.Net) and Carrier Management Systems (Netcourier)
• Supports projects as assigned technical resource, e.g. new business onboarding, client migrations and platform upgrades
• Hands on investigation and completion of assigned Service Requests, Incidents, Problems and Change requests within agreed Service level targets
• Participation in QA and test execution activities, as required
• Provides both remote and on-site support to end users
• Provide solutions and/or work arounds to incidents and problems
• Proactive work to ensure applications run optimally and are compliant with defined policies and controls
• Supports the IT Operations Manager, as required
• Maintain good working relationship with internal / external stakeholders and 3rd party IT service providers
• Escalation of support issues, to IT colleagues and/or external IT service providers

What we are looking for

• Hands-on experience in the administration and configuration management of Warehouse Management Systems and/or Carrier Management Systems (desirable)
• Good knowledge of business processes within 3PL / Logistics sector (desirable)
• ITIL foundation certification (desirable)
• IT Service Management experience, familiar with Service Requests, Incidents, Change and Problem management procedures
• SQL experience (desirable)
• Advanced IT support and problem-solving experience, across a range of technologies and solutions
• Experience using IT Service Management ticketing solutions to manage and coordinate workload
• Excellent communication skills
• Excellent problem-solving skills
• Comfortable working in high pressure situations
• Teamwork and collaboration skills
• Customer focussed, can-do attitude
• Proven ability to manage own workload to meet agreed deadline
• The role requires you to be able to travel to ILG’s sites in line with business needs, and in-line with the ILG’s home-working policy

Please be aware we will be considering applications as we receive them and arranging interviews accordingly. Depending on the volume of applications we receive we may close this advert ahead of the advertised closing date.