Applications Services Analyst (Permanent)

In this role you will support New Look’s Retail, Corporate and Trading applications to keep business-critical systems available and resilient. You will work with cross-functional teams and suppliers to investigate incidents, restore services quickly and ensure changes are smoothly transitioned into BAU. You’ll monitor integrations and reporting feeds, drive continual service improvements, and support cloud-hosted and SaaS applications. This is a customer-focused, hands-on role with a clear impact on store operations, trading events and overall service quality. You will be part of a modernising technology estate that values proactive problem-solving and strong stakeholder collaboration.

• 40% staff discount
• Private pension scheme
• Virtual GP
• Life assurance from day one
• Birthday paid day off
• Cycle2Work scheme

• Investigate and resolve incidents and service requests escalated by Service Desk
• Coordinate cross-technology teams and third-party suppliers for issue resolution
• Communicate incident status to stakeholders and Service Desk
• Support Major Incident Management to minimise business impact
• Transition new applications and enhancements into Business-as-Usual with ready-to-operate documentation
• Triage and escalate complex issues to appropriate internal teams and suppliers
• Monitor application health, integrations, processing and reporting feeds to identify issues early
• Collaborate on root-cause analysis and permanent fixes with internal teams and suppliers
• Support Incident, Problem, Change using ITSM tools (e.g. ServiceNow, Jira)
• Maintain and improve application support documentation and runbooks
• Identify opportunities to improve stability, monitoring and resilience
• Support trading events and seasonal store readiness to ensure uptime

• Experience supporting enterprise business applications in a complex IT environment
• Experience with Retail apps and POS solutions (e.g. Enactor) and RMS
• Experience with cloud-hosted and SaaS apps and with third-party MSPs
• Knowledge of Incident, Problem, Change and Release Management principles
• Experience investigating integrations, APIs, batch jobs and reporting feeds
• SQL skills for data discrepancy investigations
• Scripting skills (PowerShell, SQL, Windows batch) for monitoring and automation
• Familiarity with Microsoft Azure or enterprise integration technologies (advantageous)
• Exposure to modern data platforms and reporting tools (Power BI, Databricks – beneficial)
• Experience using ITSM tools like ServiceNow or Jira
• ITIL Foundation certification or equivalent (desirable)
• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management skills
• A proactive, customer-focused approach and commitment to service excellence

• Strong communication
• Stakeholder management
• Proactive mindset
• Incident, Problem, Change and Release Management
• SQL
• PowerShell