IT Support Analyst

Christian Louboutin LLC; New York (NY); Presencial; USD 80.000 - 95.000; Jornada completa

Descripción de la vacante

Christian Louboutin LLC in New York, NY, seeks an IT Support Analyst for the Americas to troubleshoot production issues, support business users, and coordinate with global IT teams to keep order, fulfillment, returns and customer service running smoothly.

You will provide Level 1-2 application support for OMS incidents, investigate across OMS, ERP, POS and e‑commerce platforms, and contribute to change management, testing and documentation while ensuring SLA compliance.

Formación

• 2–5 years of experience in IT application support.
• Experience supporting OMS, ERP, retail, or eCommerce systems.
• Strong analytical and troubleshooting skills.
• Familiarity with Jira Service Management, ServiceNow, or similar ticketing tools.
• Excellent communication and stakeholder management skills.
• Experience with Y2, Manhattan, Salesforce, Magento, MuleSoft, APIs, M3 or retail systems is a plus.
• Ideal candidate has work experience in medium sized multinational company or luxury business.
• Additional language fluency is a plus.
• Adheres to company policy and confidentiality.
• Proactively contributes to creating a team atmosphere that is professional, flexible and enjoyable.
• Exudes a “no task is too big or too small” attitude, with initiative, commitment, reliability, and positivity. Does not accept mediocrity.
• Versatile; embraces change and is consistently able to develop and adapt to the needs of the business.
• Driven to learn and grow
• Grasps new concepts quickly, prioritizes efficiently and is organized
• Exceptional customer service skills along with transparent and effective interpersonal, verbal, and written communication skills
• Strong follow up, follow through and attention to detail to ensure deadlines are met
• Strong knowledge of computer systems/programs

Responsabilidades

• Provide Level 1 and Level 2 application support for OMS incidents, service requests, and operational issues.
• Investigate, troubleshoot, and resolve issues across OMS, ERP, POS, and e-commerce platforms, ensuring minimal disruption to business operations.
• Monitor and support integrations between OMS, ERP, POS, e-commerce platforms, and associated third-party systems.
• Coordinate with internal IT teams, business stakeholders, and external vendors to manage and resolve critical incidents within agreed service levels.
• Conduct root cause analysis for recurring issues and implement corrective and preventive measures to improve system stability.
• Document incidents, resolutions, knowledge articles, and support procedures to enhance operational efficiency and knowledge sharing.
• Participate in system testing, deployments, releases, and change management activities to ensure successful implementation of enhancements and fixes.
• Monitor application performance and proactively identify opportunities for process, system, and support improvements.
• Ensure compliance with established service management processes, SLAs, and support KPIs.
• Provide timely communication and status updates to stakeholders throughout the incident and problem resolution lifecycle.
• Support business users by providing guidance, training, and functional assistance related to OMS and its integrated applications.

Conocimientos

IT application support

Analytical troubleshooting

Stakeholder management

Communication skills

Herramientas

Jira Service Management

ServiceNow

Salesforce

Magento

MuleSoft

APIs

Manhattan

M3

Descripción del empleo

Overview: The IT Support Analyst, the Americas, will report directly to the IT Applications Manager, the Americas and is responsible for troubleshooting production issues, supporting business users, and coordinating with global IT teams to ensure the smooth operation of order, fulfillment, returns, and customer service processes.

Responsibilities:

• Provide Level 1 and Level 2 application support for Order Management System (OMS) incidents, service requests, and operational issues.
• Investigate, troubleshoot, and resolve issues across OMS, ERP, POS, and e-commerce platforms, ensuring minimal disruption to business operations.
• Monitor and support integrations between OMS, ERP, POS, e-commerce platforms, and associated third-party systems.
• Coordinate with internal IT teams, business stakeholders, and external vendors to manage and resolve critical incidents within agreed service levels.
• Conduct root cause analysis for recurring issues and implement corrective and preventive measures to improve system stability.
• Document incidents, resolutions, knowledge articles, and support procedures to enhance operational efficiency and knowledge sharing.
• Participate in system testing, deployments, releases, and change management activities to ensure successful implementation of enhancements and fixes.
• Monitor application performance and proactively identify opportunities for process, system, and support improvements.
• Ensure compliance with established service management processes, SLAs, and support KPIs.
• Provide timely communication and status updates to stakeholders throughout the incident and problem resolution lifecycle.
• Support business users by providing guidance, training, and functional assistance related to OMS and its integrated applications.

Skills and Requirements:

• 2–5 years of experience in IT application support.
• Experience supporting OMS, ERP, retail, or eCommerce systems.
• Strong analytical and troubleshooting skills.
• Familiarity with Jira Service Management, ServiceNow, or similar ticketing tools.
• Excellent communication and stakeholder management skills.
• Experience with Y2, Manhattan, Salesforce, Magento, MuleSoft, APIs, M3 or retail systems is a plus.
• Passion for Christian Louboutin and a true ambassador for the brand with strong sense of responsibility.
• Ideal candidate has work experience in medium sized multinational company or luxury business.
• Additional language fluency is a plus.
• Adheres to company policy and confidentiality.
• Proactively contributes to creating a team atmosphere that is professional, flexible and enjoyable.
• Exudes a “no task is too big or too small” attitude, with initiative, commitment, reliability, and positivity. Does not accept mediocrity.
• Versatile; embraces change and is consistently able to develop and adapt to the needs of the business.
• Driven to learn and grow
• Grasps new concepts quickly, prioritizes efficiently and is organized
• Exceptional customer service skills along with transparent and effective interpersonal, verbal, and written communication skills
• Strong follow up, follow through and attention to detail to ensure deadlines are met
• Strong knowledge of computer systems/programs

Our Business and our Values:

Christian Louboutin, founded in 1991 in Paris, is a leading global luxury brand for shoes and leather goods for both women and men. Christian Louboutin is also renowned for its iconic red sole, imagined by Mr. Christian Louboutin himself, a year after the creation of the brand. The brand has more than 160 Boutiques in 38 countries featuring the signature shoes such as the iconic pumps, sneakers and loafers alongside the seasonal collections for women, men and accessories. Christian Louboutin imagines collections through a large spectrum of inspirations emanating from his love of Paris, his travels, and his passion for art and craftmanship.

Our people are at the heart of our brand.

We celebrate individuality and empower our team members to have responsibility, autonomy and creativity within their roles. Our colleagues share the same passion and dedication to our Brand and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity and respect. We have passion – we drive our business with agility, commitment and care. We feel happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We find inspiration in our work – we envision the future with confidence, creativity and freedom.”

The Maison Christian Louboutin is an equal opportunity employer.

In accordance with the New York City Commission on Human Rights and in compliance with the Salary Transparency Law, Christian Louboutin envisions the general compensation range for this position to be $80,000- $95,000 per YEAR. *This range is NOT inclusive of other forms of compensation or benefits such as commissions, overtime, discretionary bonus, health insurance, retirement savings or paid leaves of absence. Such details will be further communicated during the interview process and/or at the time of an official offer of employment.