Product Support Analyst at THE ICONIC

Product, Sydney sydney support product analytics
Posted 9 days ago

Product Support Analyst

At THE ICONIC, we issue the call to live your way, to liberate yourself from meaningless constraints. It’s time to reach for a better tomorrow, to spend less time searching and more time finding. We are inclusive and inspiring and – as your go-to destination for fashion, sport, beauty and more – we exist to liberate our customers through choice.

As a Product Support Analyst, you will be an adept problem solver using your strong technical analysis skills to resolve systems issues that arise for internal users and external application users. 

You will be someone that loves to get to the crux of a problem, investigating logs, troubleshooting, pulling data, identifying impacts, finding solutions and managing the process until the problem is no more. You will proactively identify patterns, problems, opportunities and solutions - to help our Agile squads resolve pain points for employees and business customers.

You will be a people person - you will empathise with users, sharing in their frustration at a sub-optimal process, but positive and solutions-focussed in your approach to the problem. You’ll be curious about how it could be done better, but more than that, you will follow through and make it better. You will improve processes, train people, document the answers, refine policies and procedures, find ways to improve data and reporting, and of course, find ways for technology to enable all of this.

What’s involved…

You will be working in an agile environment on internal product support within THE ICONIC as a leader in the online retail space.

  • Become a subject matter expert in various business areas and its applications understanding business processes.
  • Document support processes and training material to assist users to become self sufficient.
  • Be in charge of user support, administration and maintenance of systems and applications used by internal and external users.
  • Ownership from report to resolution and constant communication with stakeholders.
  • Provide business applications support and consultancy in both functional and technical capacities.
  • Troubleshoot and assist in external API integrations to ensure timely implementations that follow internal operational requirements.
  • Liaise with API Integrators and their users to assist and guide them through the integration process.

About you… 

  • 2+ years’ experience in a similar role
  • Ability to analyse systems, integrations and processes and present solutions to enhance business efficiency
  • A mindset and capability to understand system inefficiencies and present and deliver solutions to drive efficiency
  • Familiarity with e-commerce internal applications
  • Basic SQL skills and understanding of APIs
  • Proven ability to build and maintain relationships with stakeholders
  • Work independently and able to follow instructions from Senior IT Technicians
  • Create & maintain jiras in order to assist with quick incident resolution
  • Initiative and enthusiasm and the ability to identify and prioritise issues and provide appropriate resolutions
  • A practical quick learner who is open to new challenges

Experience with the following is a plus

  • Familiar with agile/lean methodologies and Scrum
  • Familiar with Jira and Zendesk applications
  • Familiar with a drop shipment ecommerce B2B model
  • Basic HTML knowledge
  • Previous experience with log analysis

Life at THE ICONIC...

Our culture of learning is an environment that supports and encourages the collective discovery, sharing and application of knowledge. This helps us to continually improve, achieve goals and attain new possibilities every day. From our ways of working and collaboration to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! To read more about our purpose, mission and principles, please visit our Careers page:

Additional Information: 

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]

Health and Wellbeing is extremely important to THE ICONIC, so interviewing for this role will be conducted virtually due to COVID-19.