What You'll Do:
- Manage & support retail business processes and functionality focused but not limited to Point of Sale front- and backend application and systems.�
- Manage and grow a team of analysts and external helpdesk. Monitor daily support and endpoint services activities including ticket queues and escalations.�
- Implement and maintain asset tracking of store systems hardware.�
- Forecast and procure hardware and software license needs based on new store openings and break/fix rates.� �
- Manage projects within a geographically distributed network of stores, coordinating hardware staging, delivery, installation, and support.�
- Interface with the other teams within IT to ensure the needs of internal customers are exceeded.�
- Support store opening, closing, and relocation efforts from an IT perspective.�
- Integrate and implement new processes and solutions into the existing system landscape.� �
- Report support desk KPIs weekly, monthly, and annually. Partner with L1 Helpdesk to maintain acceptable KPI’s.� �
- Analyze and help solve application or configuration issue trends.� �
- Manage and monitor system communication.�
- Assist in gathering and documenting business requirements.� �
- Create/edit training documentation.�
- Create business test scripts and facilitate User Acceptance testing.�
- Maintain communication with the business on project statuses and issue resolution.�
Job Requirements
What You Bring:
- Minimum 5 years experience in a similar role, including 2 years in managing people/teams�
- High quality end-user technical support, related to point-of-sale systems, network, and hardware�
- Experience procuring, deploying, and tracking IT hardware and software assets with industry standard toolsets�
- An in-depth understanding of POS systems, software, networks, and hardware as well as the ability to apply that knowledge to support our POS systems�
- Detailed knowledge of payment systems and the integration that makes them interface with the POS�
- Familiarity with new store opening technology requirements like low-voltage cabling�
- Ability to manage time well, and prioritize multiple projects�
- Must have outstanding communication skills�
- 3+ years' supporting a fast-paced retail environment�
- Must have experience with SQL database and be able to create and edit SQL statements�
- Experience using a ticketing system and creating knowledge base articles�
- Strong work ethic� �
Preferred Qualifications:�
- Experience offering technical support in a retail environment using Oracle’s Xstore and Oracle’s Xadmin�
- Bachelor's degree in Computer Science, Information Technology, System administration, or equivalent experience�
- Experience using and supporting Verifone payment devices, particularly using Tender Retail as middleware�
- Experience supporting a Merchandising department using Aptos�