Analyst - Digital Customer

CDW; Manchester; On-site; GBP 30,000 - 42,000; Full time

Job summary

CDW is expanding its Digital Customer team and seeking an analyst to respond to internal and customer requests for support, while proactively addressing recurring issues and supporting customer integrations.

You will monitor systems, document workflows, and collaborate with stakeholders to prevent future failures, contributing to a data-driven culture and improved customer experiences across CDW’s marketplace integrations.

Qualifications

• Prior experience of a support-based role, ideally to internal and external customers
• Knowledge of transactional and business processes
• Familiarity with supplier integration capabilities of marketplace and ERP systems such as Ariba, Coupa SAP, Oracle iProcurement, Workday & Jaggaer
• An understanding of buyer/supplier integration technologies including punchout and EDI
• Exposure to service management systems, especially ServiceNow

Responsibilities

• First line support for incoming requests from internal coworkers and from customers
• Respond to requests or ensure allocation of requests to team members and ensure timely resolution
• Identify regular support requests and publish self-help guides
• Day to day monitoring of ServiceTrack system database
• Monitor activity logs and document queues and ensure failures are corrected
• Amend customer configuration settings to avoid reoccurrence of issues
• Analyse customer behaviour over time to identify patterns that increase failures
• Proactively engage with stakeholders to ensure corrective action is taken
• Partner with team members to manage qualified customer integration candidates from initial consultation through live deployment
• Ensure onboarding tasks are completed including test systems and live enablement
• Provide go-live support for new integrations until business-as-usual is achieved
• User administration of Marketplace portals (Coupa/Ariba) to enable supplier onboarding

Skills

Support experience

Analytical thinking

Communication skills

Documentation

Tools

Ariba

Coupa

SAP

Oracle iProcurement

Workday

Jaggaer

Job description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary

This is a new role to support an expansion of the Digital Customer team. As a analyst, you will be responsible to responding to requests for support from coworkers and from customers directly. In additional to reactive support, you will be proactively identifying opportunities to resolve recurring issues to stop them occurring in the future and supporting customer integration onboarding activities.

What You Will Do

Responsibilities will include but not be limited to:

Reactive Customer Support

• First line support for incoming requests from internal coworkers and from customers
• Respond to requests or ensure allocation of requests to team members where required and ensure timely and effective resolution
• Identify regular support requests and work with other team members to document and publish self-help guides

Proactive Customer Support

• Day to day monitoring of ServiceTrack system database
• Monitor activity logs and document queues and ensure that any failures are corrected or attended to
• Amend customer configuration settings to avoid reoccurrence of individual issues
• Analyse customer behaviour over time to identify patterns and behaviours that result in increased levels of failure
• Proactively engage with stakeholders to ensure that corrective action is taken to avoid future occurrences

Customer Enablement & Integration Support

• Partner with team members to manage qualified customer integration candidates from initial consultation through to live deployment.
• Ensure that all tasks in onboarding process are completed in a timely and accurate manner, including test system configuration, testing and live system enablement.
• Provision of go-live "hyper care" support for new customer integrations until a business-as-usual state is achieved.
• User administration of Marketplace portals (Coupa/Ariba), facilitating access for internal sales and sales operations coworkers to complete supplier onboarding activities

What We Expect Of You

As ServiceTrack is an in house developed system, specific prior experience is not a prerequisite for this role and full training will be provided. However, any exposure to the following would be beneficial:

• Prior experience of a support-based role, ideally to internal and external customers
• Knowledge of transactional and business processes
• Familiarity with supplier integration capabilities of marketplace and ERP systems such as Ariba, Coupa SAP, Oracle iProcurement, Workday & Jaggaer
• An understanding of buyer/supplier integration technologies including punchout and EDI.
• Exposure to service management systems, especially ServiceNow.

Personal Attributes

• A logical thinker. Able to analyse issues/requirements and formulate a resolution to meet the need.
• Understands the importance of delivering to an agreed schedule and managing expectations where this is not possible.
• Able to work autonomously without daily supervision.
• Able to engage effectively with technical and non-technical customer contacts and co-workers.
• Able to demonstrate flexibility in response to changing needs and priorities of the business.
• A high level of attention to detail.
• Self-motivated and highly enthusiastic individual with a passion to learn and contribute.

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

CDW is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.