Location
Hybrid 1-2 days in our Support Centre
Why The Works?
We don't just sell products. We inspire reading, learning, creativity and play.
The Works. It literally means everything. And whatever your story or background, we're all about unlocking imagination and making creativity accessible to everyone. Whether you're engaging with customers on the frontline or supporting our colleagues behind the scenes, your impact can be profound and far-reaching.
This is more than toys and books and art supplies. This is about inspiring people to read, learn, create and play. So, with the right passion, it all starts with you.
Become a Application Support Engineer
Reporting into the Infrastructure Manager, you will play a crucial role in ensuring the smooth operation and support of various business-critical applications used across Stores, Distribution Centre (DC), and Support Centre (SC), as well as our ecommerce website.
We need someone who is a critical thinker, takes ownership, and can both work at a strategic and tactical level. You stay updated with the latest trends in IT and look for opportunities where this can be leveraged to benefit The Works. This is an exciting opportunity for an ambitious, technically strong, and solution-focused Application Support Engineer to join our evolving Technology Services team.
Your Mission
The purpose of the role is to deliver BAU support and projects across our application estate both in the cloud, using SaaS services and on premise in our own data centre.
1. Application Support and Maintenance - Provide 2nd and 3rd line support for business-critical applications, ensuring high availability, performance, and reliability. These would include but are not limited to Salesforce, Point of Sales platforms and custom in house ERP systems.
2. Incident Management - Be an escalation point for application-related incidents, undertaking root cause analysis and driving continuous improvement along with the wider team both in and out of hours.
3. Application Deployment and Upgrades - Manage and support the deployment, configuration, and upgrade of applications across various environments.
4. Systems Integration - Work with cross-functional teams to ensure seamless integration of applications with other systems and platforms. Work with our store and infrastructure teams to ensure new stores are successfully configured and brought online to our standards.
5. Documentation - Create and maintain comprehensive documentation for application configurations, processes, and procedures.
6. Continuous Improvement - Identify opportunities for process improvements and implement solutions to enhance the efficiency and effectiveness of application support.
7. Security - Ensure that applications are secure by design and work with our SOC and Security teams to troubleshoot and resolve any ongoing incidents and ensure configuration of the application platforms as using best practices.
8. Knowledge Base Contributions - Contribute to the development and maintenance of a knowledge base to support ongoing learning and problem-solving.
9. Automation - As we build our automation and AI capability the application support team will be pivotal to the success of these programs and working with the wider technology and business functions to look for and drive automation opportunities.
Skills/Behaviours That Will Set You Apart
Mandatory
* Strong experience in supporting and maintaining business-critical applications in a multi-domain environment.
* Strong experience with managing Salesforce Commerce Cloud and Business Manager.
* Experience with application deployment, configuration, and upgrades.
* Strong troubleshooting skills with the ability to resolve complex application issues autonomously.
* Experience in systems integration.
* Strong understanding of ITIL best practices and a focus on the business impact of application support.
* A good understanding of cyber security principles and a security-first approach to application support.
* Understanding of SQL and database management.
Desirable
* Retail experience.
* Experience with ERP systems.
* Experience with cloud platforms such as Azure or AWS.
* Experience with automation tools and technologies.
* Experience with monitoring and logging tools.
* Experience of automating back end processes.
* Experience of AI or LLM.
* Copilot.
* Power Apps.
Our PERKS really are 'The Works'
* 25% Colleague Discount! - Plus, exclusive Double Discount days!
* MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more!
* Holiday - 33 days including bank holidays.
* Holiday Purchase - Purchase an additional 5 days.
* Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you.
* Wagestream - Claim early access to 50% of your wages as you earn them - for when 'life' happens!
* Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works!
* 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more!
* Healthcare Cash Plan - To support your everyday healthcare costs.
* And loads more! - Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.
Our Purpose
To inspire reading, learning, creativity and play - making lives more fulfilled.
Our Values
We are Crafty | We are Caring | We are Can-do
We Listen. We Care
Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what's going great, and what needs a couple of tweaks to help make The Works the best place you've ever worked! You'll have opportunity to help give us that direction.
Promoting Diversity, Inclusion, and Applying Reasonable Adjustments
At The Works, we are proud to have an inclusive culture where everyone truly feels able to be themselves. Our roles are open to all, including under-represented groups such as ethnic minorities, people with disabilities, carers & members of the LGBTQ+ community (including those who identify as lesbian, gay, bi, trans, non-binary, or use another term).
We are open to discussions around working hours and flexible working. And, where possible, we'll try to support this. If you need reasonable adjustments for an interview you might attend with us, let us know in your application and we'll be happy to help!
#LI-Hybrid
Department IT Role Application Support Engineer Locations Coleshill, Warwickshire Remote status Hybrid Remote Employment type Full-time Contract Permanent Store Name (Support Centre, Not Applicable) Weekly working hours 38.75 Working Days Weekdays #J-18808-Ljbffr