Ecommerce IT Service Delivery and Business Analyst

Uniqlo Co., Ltd.; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading apparel retailer in London is seeking an experienced Ecommerce IT Service Delivery and Business Analyst to enhance their e-commerce platform. This role involves technical administration, stakeholder management, and coordination of service delivery in a fast-paced environment. Ideal candidates have over 5 years in a similar role, with knowledge in logistics and e-commerce. The position offers hybrid working and competitive benefits.

Benefits

26 days of paid leave + 8 bank holidays

Staff Discount 30%

Global Profit Share Scheme

Employee Assistance Programme

Private Medical Care (optional)

Private Pension Scheme (optional)

Travel to work loan scheme

Social events throughout the year

Seasonal Sample Sales

Volunteer Day - twice a year

Great Location close to transport links

Qualifications

• 5+ years working within a service delivery and/or technical role.
• Experience working in a Retail digital/ecommerce team.
• Experience with external partners or third-party vendors.

Responsibilities

• Responsible for technical administration and maintenance of the platform.
• Maintain documentation repository and support product specifications.
• Coordinate enhancement projects from requirement gathering to user acceptance testing.

Skills

Service delivery and technical role experience

Experience with logistics and e-commerce delivery carriers

Strong communication and stakeholder management skills

Knowledge of HTML, AWS, microservices

Experience with CRM and CMS tools

Fluency in English

Tools

Microsoft Office Suite

JIRA

Confluence

Miro

Job description

UNIQLO is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high quality, long-lasting, innovative clothing at an affordable price.

We are currently recruiting for an Ecommerce I T Service Delivery and Business Analystto join our EU Ecommerce IT Team based in our London office. You will be reporting into the Senior Ecommerce IT Manager based in France and work closely with both internal and external teams at a local, European and even Global level.

Working as part of the E-Commerce IT team you'll be supporting the deployment of an inhouse digital e-Commerce platform within UNIQLO Europe and responsible for the on-going Service Delivery and new service implementation of the new Platform in partnership with the e-Commerce Product Manager.

This is an opportunity for someone with excellent communication and stakeholder management skills. You'll work cross functionally with internal teams including IT, Site Operations, Online Trading, Marketing Customer Service and Logistics teams as well as our external partners in Warehouse Logistics, Ecommerce Carriers and third-party providers.

What you will be responsible for:

• Ownership of the technical administration and maintenance of the back end, front-end and product maintenance making sure the platform is operating well across all business functions, including on-site experience, order fulfilment, payment processing and digital marketing.
• Responsible for keeping abreast of all upcoming software updates, maintenance, launches.
• Responsible for the implementations of mechanisms to monitor, manage and provide progress on all delivery activities.

Project Management and BA for Platform Enhancement:

• Responsible for maintaining the centralised documentation repository (Confluence, JIRA, MS) and supporting the e-Commerce Product Manager to create product specifications, release notes and progress reports.
• Responsible for the creation, implementation and maintenance of a continuous improvement plan for deliveries and services and led the ROI analysis with the business team.
• Responsible to coordinate the enhancement projects from requirement gathering - test orchestration - verify the user acceptance test. Ensure the service to be launched meets the business expectation.

Communication:

• This role is expected to collaborate closely with user experience specialists, digital designers, copywriters, merchandisers, logistic and inventory control team - and many more - to shape new experiences and improve existing ones.
• This role is expected to describe and elevate problems and errors to 3rd line support (Global HQ) or external partners and act as a problem owner until the problem would be resolved and the solution is delivered.

Skills, Experience and Attributes:

• 5+ years working within a service delivery and/ or technical role with a focus on logistics, warehouses and/or EC delivery carriers
• Significant experience working in a Retail digital/ecommerce team servicing on an EU or Global scale.
• Experience analysing business requirements and creating epics/user stories.
• Experience working with technical development Teams.
• Experience working with Product Owner/Managers, Business/Technical Analyst and Agile.
• Experience working with external partners and/ or third-party vendors.
• Experience with payment platform/gateway to the EC system would be a plus
• Understanding of technologies such as HTML, AWS and microservices.
• Excellent knowledge of software such as Microsoft Office Suite, Miro, Jira and Confluence.
• Excellent knowledge of digital tools such as CRM, CMS, Analytics and Optimisation tools.
• Understanding of business to technology mapping.
• Strong experience and understanding of IT technologies.
• Strong communication and presentation skills.
• Strong team player and mindset of continuous kaizen
• Fluent in English, other language capability is a plus (EU languages, Japanese)

What we can offer you:

• 26 days of paid leave per holiday year + 8 bank holidays
• Staff Discount 30%
• Global Profit Share Scheme
• Employee Assistance Programme
• Private Medical Care (optional)
• Private Pension Scheme (optional)
• Travel to work loan scheme
• Hybrid working, 2 days from home, 3 days in the office
• Social events throughout the year
• Seasonal Sample Sales
• Volunteer Day - twice a year
• Great Location - Close to transport links, underground Piccadilly and Oxford Street stations. Close by to shops restaurants/bars/cinema and gyms

Please make sure you upload a CV in English.

UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background.