Applications Services Analyst

Salary: £52,000 - 92,000 per year

Requirements:

• Experience supporting enterprise business applications within a complex IT environment.
• Experience supporting retail applications, ideally including Point of Sale solutions such as Enactor, and merchandising/master data platforms such as Oracle Retail (RMS).
• Experience supporting cloud-hosted and SaaS applications and working with third-party managed service providers.
• Good understanding of Incident, Problem, Change and Release Management principles.
• Experience investigating enterprise integrations, APIs, scheduled processing, batch jobs and reporting feeds.
• SQL skills, sufficient to investigate data discrepancies.
• Scripting skills (e.g. PowerShell, SQL, Windows batch scripts) to support monitoring, automation and troubleshooting activities.
• Familiarity with Microsoft Azure, cloud platforms or enterprise integration technologies would be advantageous.
• Exposure to modern data platforms and reporting technologies (e.g. Power BI, Databricks or similar) would be beneficial.
• Experience using IT Service Management tools such as ServiceNow or Jira.
• ITIL Foundation certification or equivalent experience (desirable).
• Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
• Excellent communication and stakeholder management skills, with the ability to work effectively across technical teams, suppliers and business stakeholders.
• A proactive, customer-focused approach with a passion for continual service improvement and operational excellence.

Responsibilities:

• Provide Application Services support for Retail, Corporate and Trading applications, investigating incidents and service requests escalated by the Service Desk.
• Build an understanding of the business and supported applications to enable the identification and resolution of complex operational issues.
• Investigate and resolve application incidents, coordinating internal technology teams and third-party suppliers where required.
• Provide timely communication to business stakeholders and the Service Desk throughout the incident lifecycle.
• Support Major Incident Management activities by coordinating technical teams, suppliers and business communications to minimise business impact and restore service as quickly as possible.
• Support the transition of new applications, enhancements and projects into Business-as-Usual, ensuring operational readiness, knowledge transfer and support documentation are completed.
• Triage and escalate complex issues to internal technology teams and third-party suppliers where appropriate, ensuring timely resolution and communication throughout the incident lifecycle.
• Monitor application health, integrations, interfaces, scheduled processing and reporting feeds, proactively identifying issues before they impact business operations.
• Investigate application, integration, reporting feed and performance issues, working collaboratively with internal teams and suppliers to identify root cause and implement permanent fixes.
• Support Incident, Problem, Change using the agreed IT Service Management platform (e.g. ServiceNow, Jira).
• Build effective relationships with third-party suppliers, monitoring service performance, coordinating investigations and contributing to regular service review meetings to ensure agreed service levels are achieved.
• Support cloud-hosted and SaaS applications, working with suppliers to maintain service availability, resilience and performance.
• Maintain application support documentation, operational procedures, knowledge articles and service ownership information.
• Identify opportunities to improve application stability, automate repetitive operational activities, strengthen monitoring and observability, and enhance overall service resilience.
• Support business-critical trading events, seasonal activities and new store readiness to ensure technology services remain available during key trading periods.

Technologies:

• Azure
• Cloud
• Databricks
• Incident Management
• Support
• ITIL
• JIRA
• Oracle
• Power BI
• PowerShell
• SQL
• Security
• ServiceNow
• Windows

More:

We are New Look, and this role sits within our Application Services team, supporting the operational performance and continual improvement of our Retail, Corporate and Trading application estate. You will work across a diverse landscape including Oracle Retail (RMS), Enactor Point of Sale (POS), third-party managed services, enterprise integration and reporting platforms, and cloud-hosted and SaaS business applications. You will collaborate closely with the Service Desk, business stakeholders, Project Delivery, Infrastructure, Cyber Security, Data & BI teams and third-party suppliers to help keep our business-critical services available, resilient and fit for purpose. The standard hours are 37.5 per week, and additional hours plus participation in an out-of-hours support rota may be required. We also offer a range of benefits including 40% staff discount, friends & family discounts, access to a reward platform, private pension, virtual GP access, life assurance from day one, extra holiday purchase, an extra paid birthday day off, enhanced family leave, season ticket loans, Cycle2Work, and partnerships with the Retail Trust and Fashion & Textile Childrens Trust.

last updated 34 week of 2026