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Senior Application Support Analyst

Posted: 11 Nov 2020 Closes: 11 Dec 2020
London, England, United Kingdom Competitive
Permanent & Full-time MTF_FBDDE61530


At MATCHESFASHION we are on a mission to offer the most personal luxury shopping experience in the world. We are renowned and respected for the relationships we build with clients and our brand partnerships. To achieve our ambition, we capitalise on our unique combination of technical savviness and global innovation mixed with curated content.

We bring together a modern edit of over 700 established and new generation designers. Founded over 30 years ago as a brick and mortar store, we transitioned online in 2012. In 2017, APAX Partners acquired a majority stake in MATCHESFASHION, fueling our expansion. We now ship to 176 countries, have millions of site visits monthly and 98% of our sales are online with the majority of sales made internationally.

We have a global website, mobile apps, retail stores, private shopping, VIP events and 24/7 customer care and MyStylist teams. We have offices in the UK and Hong Kong. In London, our head office is based in The Shard, our brand-new creative hub is in Here East.

We lead the way, moving our industry forward, and we are always looking for talented individuals to come in and inspire the world with us.

Our commitment to Diversity and Inclusion

Diversity and Inclusion is a priority for MATCHESFASHION - we delight customers around the world and so it's important that our team represents our customers.

We want to attract the very best talent and create an inclusive environment that celebrates the diversity of our people and enables them to do the best work of their careers. We recognise the world is not a perfect place and that bias exists, which is why we take a focused approach in this area and are committed to ensuring that all our people processes are equitable.

We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status or disability status.

We are looking for a Senior Application Support Analyst to join our small team and be responsible for business critical applications across The scope of the role is focussed on supporting the eCommerce platform, Business Units; Distribution Centre, Call Centre (Customer Care), Retail, Studios, Finance, Buying & Merchandising.

With assistance from The Head of IT and the Application Support Team Lead, the role will include the formalising of support processes and communicating these across the business, together with regular progress reporting.

  • Responsible for Incident Management; ownership of investigation and triage activities, business updates, management of support resources across the technology team
  • Responsible for Problem Management; ownership of the investigation into the underlying root cause of Incidents, co-ordination of BA, support & development resources to identify required changes
  • Proactively manage the queue of open issues to ensure effective prioritisation
  • Provide relevant, accurate and timely updates to the business community on the status of open incidents through the incident management ITSM tool.
  • Be a support lead, developing team skills and cross-skilling the team to improve overall support coverage
  • Take part in out of hours rota to ensure maximum app support coverage at all hours
  • Engage with the development teams across the technology department on new projects and initiatives to agree an effective handover into support
  • Proactively engage with the Service Desk to up-skill this team for application support where possible,
  • Document known support issues and record within tools to ensure knowledge transfer
  • With direction and assistance from the Head of IT and Application Support Team Lead, implement relevant tools and processes for the management of Application Support, leveraging best practice (drawing from standards such as ITIL where relevant).


  • You will have Application Support experience ideally within a retail organisation at senior level
  • Ideally you will be familiar with Dynamics NAV ERP, or hybris eCommerce systems and be familiar with end-to-end process flows with 3rd party suppliers
  • You will be committed to great customer service and what it means to deliver a premium service against strict SLA's
  • You will enjoy customer contact and work closely with business stakeholders at all levels
  • You will have experience working with suppliers in order to deliver against expectation
  • You will be a pro-active self-starter
  • You will enjoy collaborating and working with others across the IT team and be eager to find a solution to a problem.
  • You will enjoy learning about systems and processes in order to develop your own knowledge


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