Retail Technology Support Analyst - Asia Pacific

Overview

The Retail Technology Support Analyst collaborates closely with the Senior Manager to optimize business processes within the Clarins Group Retail Technology department. This position is responsible for overseeing application incident management, service requests, and change requests by liaising with support teams and business stakeholders in adherence to standard operating procedures and governance frameworks. The role is essential in enhancing application efficiency to provide an excellent user experience across markets and the regional office.

Key Responsibilities

• Manage and prioritize Jira Service Management tickets for countries including Japan, Malaysia, Korea, Singapore, and Australia/New Zealand.
• Resolve application issues such as bug fixes, configuration adjustments, and data interface corrections according to ticket types.
• Provide technical assistance and data analysis support for retail applications, including operations like promotions and sales configuration in Y2.
• Coordinate with the Retail Support Team in Paris for enhancement requests requiring updates in the Core Model solution.
• Perform on-site hardware troubleshooting in stores in cooperation with the technical equipment team.
• Create and maintain a knowledge base documenting Y2 system details and common incidents.
• Ensure comprehensive and accurate support documentation.
• Participate in retail technology projects across the APAC region alongside project managers and regional teams in Singapore.
• Design and specify new feature requirements and system settings.
• Prepare and execute functional and technical test cases, facilitate User Acceptance Testing, organize release launches, and provide training material to regional teams.
• Conduct training sessions and coordinate post-implementation support at levels 1 and 2 within APAC.

Candidate Profile

• A minimum of 3 to 5 years in roles such as Business Consultant, Systems Analyst, Project Coordinator, or Technical Coordinator.
• At least 2 to 3 years’ experience within IT retail and CRM environments is essential.
• Proficient in SQL and capable of performing report analysis.
• Experienced in managing or supporting multiple system automated integrations.
• Solid knowledge of Microsoft Server technologies including Windows file management, Task scheduling, MSMQ, Network Load Balancing (NLB), Application Request Routing (ARR), IIS, web services, and OAuth authentication.
• Advanced skills in Microsoft Excel analysis.

About Clarins Group

Clarins Group, a B-Corp certified global leader in skincare and makeup, operates in over 150 countries with 8,000 employees. Known for its passion for innovation and commitment to social and environmental responsibility, the company strives to make life beautiful while protecting the planet. It has received recognition such as Forbes' World's Best Employers 2024 for general and women-specific categories.

Work Environment and Benefits

• More than seventy years of expertise in the beauty and spa industry with respected brands like Clarins and myBlend.
• Innovative products and unique services.
• A firm commitment to social and environmental responsibility embedded in the company's mission.
• An inclusive and caring corporate culture that promotes diversity.
• Opportunities for personal and professional development and training.
• Competitive compensation packages and benefits.
• Flexible workplace arrangements, including the possibility of one day per week remote work.

Equal Opportunity Statement

Clarins Group is dedicated to fostering an inclusive and diverse workplace, offering equal employment opportunities for all candidates regardless of background. The company is affiliated with the International Labor Organization (ILO) and the Employers Network for Equity and Inclusion (ENEI), promoting a culture where every employee can succeed and contribute their best work.