Job Technical Support-L1,2,3

Application Support Specialist

Musgrave is Ireland’s leading food retail and wholesale company.  With more than 140 years of food and retail leadership behind us, today we’re building and developing market-leading brands that will deliver a prosperous future for ourselves, our people and our partners.  Our retail brands include SuperValu, Centra, Daybreak, and Mace in Northern Ireland.  In addition, Musgrave MarketPlace is Ireland’s leading wholesale supplier to retail, foodservice and SMEs.  We are continuously changing and expanding our brand portfolio, with more recent brands including Frank and Honest Coffee, La Rousse Foods, and Chipmongers.

The role is in relation to our Musgrave Wholesale Partners division, which covers our Musgrave MarketPlace brand and associated sub-brands Daybreak and La Rousse.  Of critical importance to our Musgrave MarketPlace brand is our central distribution facility, which is a 24/7 operation processing over 10,000 orders weekly.  In addition to the central distribution facility, our Musgrave MarketPlace brand has 10 facilities across ROI and NI which act as a ‘food emporium’ and a wholesale cash & carry destination. Our Daybreak brand has over 200 convenience retail outlets.

Our MWP IT team is structured into three focus areas – projects, service, and technical architecture.  This role is primarily focused on our IT service provision.  Our IT service is in turn broken into sub-domains – infrastructure & networks, deskside, data, and applications.  This role will specialize in the area of IT application services.

The major applications within the remit of this role include our wholesale ERP system and our Online customer facing platform. Our Wholesale ERP facilitates product management, supply chain inbound and outbound, warehouse operations and checkout point of sale in the Musgrave Wholesale Estate. Our online environment facilitates our Wholesale customers placing orders for click and collect or delivery. This online platform integrates directly with our ERP system to manage order fulfilment. This role is to handle service incidents in relation to these applications.  The role also has an element of vendor management in terms of ensuring that incidents and problems that require third party support are transferred to the appropriate third party and resolved in a timely manner.

Our MWP IT service team is a relatively small team, so on occasion the role may flex to take on reasonable additional responsibilities. Experience of working in a dynamic fast pace environment as well as supporting business and operations is critical to this role.  We need a person who is keen to take on responsibility and is self-motivated.

The candidate will support applications, covering:

  • Warehouse management and Wholesale ERP system – BCP Accord
  • Online webshop - ECI
  • Will provide regular updates on application service metrics using RemedyForce system.
  • Will manage incident/problems in relation to in scope systems.
  • Will liaise with vendors as appropriate to ensure a high-quality IT service.
  • Will communicate as appropriate to colleagues and customers in relation to application services.
  • Will escalate as appropriate to IT Application Lead and IT Service Manager.
  • Will report into overall MWP IT Application Lead in performing their duties, including ensuring alignment with wider IT Service Desk ways of working.

The ideal candidate will have/be:

The ideal candidate will have:

  • At least 2 years’ experience in a similar role
  • Degree in IT / Computer Science or an equivalent
  • Understanding of ITIL methodology
  • Familiarity with ticketing systems such as Remedy Force for incidents logging
  • Ability to work with business users to understand their IT needs, and deliver solutions to meet their requirements as well as looking for ways in which the system can be improved
  • Strong verbal & written communication skills as well as being able to comfortably engage with the business at all levels
  • Ability to work independently
  • Someone who takes responsibility for assigned tasks, driving tasks through to completion
  • Wholesale or retail business knowledge would be useful.
  • Technical Skill Requirements: Previous experience on any ERP platform. Experience with B2B integrations

Soft Skill Requirements: Problem Solving, Service Management, Software Development Fundamentals, Communication Skills, Attention to Detail.