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store support Analyst
Ref No.: 18-60264
Location: Columbus, Ohio
Position Type:Contract
Start Date: 08/20/2018
 
This is a senior level store support position.  Works on more difficult or critical issues escalated from others.  Relies on past experience in addition to general instruction to perform the functions of the job.  Typically works on multiple small to large IT projects that require increased skill in multiple technical environments.  Develops solutions requiring analysis and research.  Provides technical and process guidance to others.  Coaches and mentors more junior technical staff.  Provides team and project leadership to others.
Performance requirements
10% Provides exceptional customer service to store personnel through Tier 2 incident management.  Assumes responsibility for maintaining brand service level agreements from a Tier 2 incident management perspective.  Acts as an additional point of escalation for level I and level II analysts.
20% Administration of the application deployment process to the field and adherence to software vendor application patch schedule for stores.
20% Point of sale lab management, for multiple locations, requiring coordination between application services, infrastructure, quality assurance and store operations within each brand.  In conjunction with release management and device allocation.
10% Interaction with IT leadership to assist in project planning from a budget and resource allocation perspective.  Also, provide insight into strategy and technology road mapping sessions.
30% Provides direction / oversight for project work related to supporting stores and the store technology to ensure adherence to budget and timeline.  Escalate potential issues and risks related to a project as needed.
10% Administrative – Tracks time in time tracking tool, attends weekly status meetings and other meetings, maintains incident tickets, emails, and other documentation.
 

 
Work Experience and education requirements
  • Minimum requirement – Bachelor degree in a Computer Related Field
  • Must have a minimum of seven years' experience with PCs, Windows OS, and Microsoft Office products
  • Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at once
  • Solid understanding of POS systems
  • Working knowledge of network fundamentals
  • Understanding of computer hardware
  • POS/retail experience required
  • Must be able to learn new software packages
  • Must have PC advanced troubleshooting skills
  • Ability to provide clear direction to others
  • Ability to work independently
  • Ability to follow schedule and meet deadlines
  • Ability to follow process
  • Strong attention to detail
  • Ability to interact with 2nd and 3rd party support staff
  • At ease in working with customers, partners, and suppliers at all levels within the business