Retail Application Support Team Lead - 18-month opportunityNetworks & Systems Administration (Information & Communication Technology)
For over 37 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.We aim to strike the right balance between people, planet, and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are collectively committed to building a more sustainable and inclusive society.Aesop is an endorsed employer for all women. See our range of benefits and policies directly at Work180: Aesop - Work180 Endorsed Employer.Role PurposeAesop are seeking a dynamic and passionate Retail Application Support Team Lead to join for 18-months operating with a hybrid working pattern, based at our global head office in Collingwood.Leading the Retail Application Support Team, you will define and implement administration and support frameworks for critical retail systems and applications supporting physical and online retail operational functions across Aesop globally. You will also work very closely with Product Managers and Product Teams to define and coordinate enhancements to existing retail systems and new retail developments at both Head Office, Aesop Retail stores and online.The nature of this role requires an individual that is comfortable working autonomously but also the flexibility in working hours/arrangements to accommodate the need for regular regional/global meetings within and across Asia, ANZ, Americas, and Europe time zones.Some things you may find yourself doing Deliver effective strategy and planning to ensure the Retail Application Support Team provides a comprehensive and high-quality application support service.Assist Application Services Manager and Product Managers in ensuring that both physical and online retail and retail-supporting applications meet business needs, fulfil end-user requirements, and are free from system problems or issues.Work with users, colleagues and third parties to identify and deliver improvements to Aesop's retail systems.Lead the Retail Application Support Team to ensure comprehensive 2nd-level support for Aesop's retail systems.Manage incidents, problems, and changes through Aesop's Service Desk system, including management of support tickets escalated to other vendors.Working with colleagues, monitor retail system performance and availability, and rectify any issues.Implement and configure production systems and applications supporting physical and online retail operations.Provide training across the Technology Team on new and existing retail systems.Share knowledge of Aesop's retail systems with global Service Desk teams, to empower those teams to better support retail systems.Ensure retail system documentation and procedures are maintained and kept up to date.Provide non-technical documentation to retail operations teams to assist with the education of retail staff.What we are looking forStrong experience in a similar role with application support experience, including administration and configuration of software applicationsSome experience in leading and motivating teams of IT professionals is highly regardedExperience maintaining and administering Point of Sale systems (Cegid experience is optional but preferred)Experience maintaining and administering retail payment systemsExperience with systems-improvement projects including deployment of upgrades or new packaged software solutionsAbility to communicate ideas in both technical and user-friendly languageExcellent listening and interpersonal skillsStrong customer-service orientationWhat's on Offer:At Aesop, we believe that the best people drive our business to continued success and so we take a holistic approach to employment, promoting employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering, and matched-giving programs. In addition, we offer:Flexible working arrangements (we value work-life balance)Flexible Fridays (summer hours)Generous product discount of up to 50% & complimentary product allocationTeam lunches, sponsored social clubs, team events, and celebrationsParental leave and vaccination leaveStrong focus on Learning and Development: individual training budget, access to the entire LinkedIn training library suite, and funded training programsHome office set-up reimbursementsShort-term-incentive bonus program to reward performance for applicable rolesAccess to Employee Assistance Program along with other wellbeing offerings including a complimentary Headspace subscriptionAesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.
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