Omni-Retail System Support Analyst - Central - 12 months renewable

RESPONSIBILITIES

System Maintenance and Support:

• Provide technical support for omni-retail systems, including POS, e-commerce integration, inventory management, and customer relationship systems.
• Troubleshoot and resolve system issues to minimize downtime and ensure operational continuity.
• Monitor system performance and proactively address potential disruptions.

Collaboration and Stakeholder Support:

• Act as the primary point of contact between regional retail teams, local teams, and external vendors for system-related matters.
• Partner with cross-functional teams (e.g., marketing, operations, and logistics) to align system capabilities with business needs.
• Train retail staff and stakeholders on system functionalities and updates.

System Optimization and Enhancements:

• Analyze system usage and performance data to identify areas for improvement.
• Participate in the design, testing, and deployment of new system features and updates.
• Assist in integrating new technologies to enhance the omni-retail experience.

Documentation and Reporting:

• Maintain detailed documentation of system configurations, processes, and issue resolutions.
• Generate and analyze reports on system performance, user feedback, and operational KPIs.

REQUIREMENTS

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 2 years of experience in retail systems support, IT, or a related role.
• Ideal candidate would have been already exposed to retail systems, CRM data integration, and omni-channel environment in terms of operational support.
• This candidate must have a strong business background, preferably within the retail and wholesale industry.
• Understanding of technical environment (POS, MS SQL, Power BI, Web Services, Integration architecture), and ability to help structure technical support.
• Strong understanding of retail operations and the role of technology in enhancing customer experience. Very good functional understanding of retail & wholesale business and POS/CRM topics – first experience in retail system support preferable – already exposed to retail/CRM applications.
• Strong problem-solving and analytical skills.
• Excellent communication skills, experience working directly with end users, understanding business & translating requirements into solutions, curious, pragmatic, proactive, and the ability to work independently.