This role exists to ensure critical business systems are operating effectively whilst continuously
improving. Providing technical support and guidance to business stakeholders, acting as a tech partner and a systems subject matter expert.

Role accountability

Responsible for:
 Identifying and driving areas of improvement for current systems within portfolio and where
possible implementing robust long term solutions, in line with business strategy.
 Managing stakeholder expectations by providing regular, clear and relevant updates. Using
robust prioritisation and scoping methods.
 Leading the delivery of projects including but not limited to systems implementations,
migrations, configuration changes and more.
 Responsible for providing exceptional customer service to our internal Gymshark team.
 Providing thorough methodical investigation of complex incidents escalated, in line with
agreed SLA’s.
 Taking time to understand stakeholder pain points and frustrations to inform system
enhancements.
 Deputising for Business Systems Manager or Systems Operations Manager when required.
 Providing support to key stakeholders as a trusted partner in regards to their tech services.
 Maintaining relationships with suppliers within portofolio.
 Supporting/coaching other System Administrators in the team with their tasks where
needed, and delegating activities when required.
 Keeping a working knowledge of the technical innovations in systems/platforms within area
of expertise. To ensure we are building all opportunities into our strategic thinking.
 Engaging in Agile/Scrum ceremonies with engineering teams, ensuring they are supporting
our stakeholders vision in how we are developing internal systems, but also influencing the
prioritisation of sprint activites when required.
 Collaborating in ideations sessions to drive innovation in portfolio area, using subject matter
expert knowledge.

Accountable for:
 Ensuring systems are performing effectively for the business needs, seeking to leverage the
value out of all the systems with portfolio area.
 Providing technical systems focussed information to support the development of project
scopes and communication plans.
 Delivering engaging training to stakeholders
 Providing accurate and timely advise/ support to 1 st line support team to enhance
knowledge.
 Creating appropriate documentation to support change management proesses, taking full
ownership of change requests. Ensuring robust testing activities and communication plans.
 Championing the use of standard operating procedures (including but not limited to Incident
and Change management), whilst continually reviewing for efficiencies.
 Assessing the impact of system changes, using expert knowledge of business processes
relating to systems within portfolio.
 Accountable for working collaboratively with all areas of Tech team.
 Regularly providing visualise KPIs showcasing system performance.
 Creating high quality technical and user documentation

Knowledge, skills & experience

Essential Skills & Experience:
 System Administrator/Analyst or Application Support role experience
 Experience in maintaining 3 rd party business systems
 Knowledge of ITIL standards and how to apply them
 Customer support experience
 Ability to manage time effectively
 Excellent attention to detail
 Curious mind, with a drive to learn new technologies/systems at pace

Preferred Skills & Experience:
 Foundation Level ITIL qualification
 System specific administration certification
 Stakeholder management (Internal or external)
 Supplier management
 Willing to challenge and be challenged
 Willingness to give and receive effective feedback
 Ability to work effectively in a high pace environment
 Process mapping
 Six Sigma methodologies
 Agile/Scrum

Value Driven Behaviours:
 BE HUMAN: Accessible, inclusive & humble
 GIVE A SHIT: Conscious, caring & proactive
 DO THE RIGHT THING: Honest, trustworthy & genuine
 FIND THE GYMSHARK WAY: Ambitious, agile & disruptive
 PUT FAMILY FIRST