HarperCollins Technology department develops and supports all technology across the HarperCollins UK business.

The Digital Systems team operates within the department. Its mission is to deliver reliable, performant, cost-effective and high-quality solutions to meet digital business objectives and operate a variety of digital products and services on web and mobile platforms.

The Digital Support Analyst works as part of this team, acting as the primary support contact for customers for these applications and services, assisting in the management and resolution of issues with internal teams and third parties.  This is more than just assigning issues, it is about adding value to issue resolution by fully understanding the issues by making it your own, and adding value.  The Digital Support Analyst should understand all the technologies that they have interaction with.

Purpose of the Role 

The Digital Support Analyst role is responsible for engaging directly with customers to gather information on their issues and use their knowledge of our digital systems to select a course of action to resolve the issue. The analyst will work with internal teams and third parties to work to resolve issues to the customer’s satisfaction.

Issues are managed through our internal ticketing system and through JIRA, the support queues need to be managed and monitored daily, and responded too.

The role has a remit to maintain a broad working knowledge of the correct functioning and operation of HarperCollins UK sites, and ensure they are in good functioning order. In addition, the Digital Support Analyst will communicate and engage with customers in evaluating issues and small changes they raise in respect of their products.

The Digital Support Analyst will ensure customers are reliably informed of progress in developing and releasing changes and enhancements to applications, and that they have appropriate access to training and support resources.

The Digital Support Analyst also assists in administration of mobile apps, including the submission and certification of apps with the correct metadata on behalf of the business and external app developers, working for HarperCollins.

It will be required that the Digital Support Analyst takes a hands-on approach to troubleshooting issues.  Although not a technical developer role, the role requires that the Digital Support Analyst understands the technologies that they are talking about.

Responsibilities

• 1st line support of HarperCollins’ websites and applications: managing issues relating to functionality and performance.  When issues come in, review and either resolve yourself or ensure that the correct teams are contacted.

• Ensure open issue tracking records are accurate, complete and up-to-date.  Issues need to be resolved and closed in a timely fashion.  To achieve this, issues need to be followed up with internal teams and third parties

• Manage the release process for code changes by ensuring that documentation is accurate and approval has been given.

• Complete internal change control requests, ensuring information is accurate and the requests pass through the internal change process.

• Communicate with HarperCollins teams and users on issues and requests relating to websites and digital products.

• Execute changes to Intranet and team site content, layout and user permissions requested by business users.  Assist customers with editing privileges in making changes, so they can make changes themselves.

• Work with internal teams, such as Publishing Systems, to ensure that content and data from enterprise systems is displayed correctly on websites.

• Troubleshoot issues with ecommerce websites, this includes pricing and product discount issues.

• Register and manage domain names and digital certificates using Domain Management tools.  A key responsibility is to manage and renew SSL certificates.

• Liaise with Service Delivery to maintain business awareness of scheduled and unscheduled outages to service.

• Understand content, user and commerce management processes on websites and assist Business Users with common CMS and site management processes.

• Investigate technical issues and summarise the issue to the Digital Systems Manager and applications developer.

• Administer Apple Developer and Android Marketplace accounts for the submission of mobile apps.

Key Skills/Experience

Issue management

Understanding of architecture of websites and web delivery.

Basic knowledge of HTML and css.

Use of WordPress as a content management platform

Able to manage multiple concurrent issues across a diverse range of websites.

Excellent skills in written English to present complex technical problems and solutions in simple business terms.

Excellent verbal skills to elicit detail of issues or changes.

Strong time management skills and the ability to manage a number of issues at once.  This will require the prioritisation of issues

Schedule and prioritise issues

Process and detail oriented.

Is customer focused, service delivery oriented

Works well in a team.

Proactive and keen to learn

Benefits

• Hybrid working model (2+ days in the office)

• 26 days holiday plus bank holidays (option to buy and sell holiday days)

• Enhanced pay for maternity, paternity, adoption and shared parental leave

• Private healthcare cover and life assurance

• Free access to HeadSpace, employee assistance programme (24 hour helpline), mental health first aiders, and a wellbeing portal

• Season ticket loans (from day 1 for entry level) and cycle to work scheme

• Employee networks: HC All In (open forum), Elevate (for ethnic minority colleagues), HarperParents, Menopause at Work and Pride at HC

• Unlimited training on our Learning and Development portal, management courses (up to MA level) and mentoring programmes

• Virtual GP and eyecare vouchers

• Gym membership discount

• Onsite physiotherapy (London only)

• Charitable donation matching and volunteering day

• We're a certified Carbon Neutral company

• Free e-books and audiobooks, newspaper subscriptions and discounts on books

• Subsidised canteen and retail discounts

• Onsite prayer room

If you wish to discuss anything regarding this position and/or your application to this role, please reach out directly to our Talent Acquisition Manager at stephanie.jemmett@harpercollins.co.uk with subject heading ‘Vacancy Query’ plus the job title and we will aim to get back to you within 5 working days.