Retail IT Support Analyst - Level 2

This role will require an understanding of retail business, an aptitude for working with application support, and the ability to diagnosis and resolve technical issues. In this role, the analyst will support and maintain activities related to the integration of applications into and out of the Retail systems with a focus on allocation, finance, and Point of Sale (POS) functionalities and collaborate with other cross functional teams.

Provide second-line application support for Retail Systems (Merchandising and POS), including

• Item Master management
  
• Purchase Order (PO) lifecycle
  
• EDI messages
  
• PO receiving processes
  
• Pricing & promotions
  
• User profile setup and audit
  

Respond to and resolve a wide range of incidents, such as:

• Missing or incorrect pricing and promotions at store level
  
• Failed EDI transmissions or mismatched order data
  
• Delays or errors in PO receiving and stock updates
  
• Integration failures between merchandising and ERP
  
• Inaccurate or missing product data in store systems
  
• Printer or peripheral device malfunctions (e.g., receipt printers, label printers)
  
• PED (Pin Entry Device) connectivity or configuration issues
  
• POS system failure or transaction failures
  

Incident management process:

• Triage and prioritize incidents and service requests. Collaborate with IT and vendors to drive issue resolution, ensuring accountability and timely follow-up.
  
• Translate technical issues into clear, actionable insights for non-technical stakeholders
  

• Bachelor�s degree in business, engineering, computer science or equivalent experience.
  
• At least 3-5 years of experience working in Application Support-related environment with ITIL Knowledge.
  
• Retail domain knowledge is a must.
  

• Understanding relational databases (SQL Server), SQL Server Reporting Service (SSRS)
  
• Strong Excel skills for data analysis. Ability to analyze XML, JSON, and flat file data formats.
  
• Effective oral and written communication skills.
  
• Attention to detail, systematic thinking and a passion for problem solving.
  
• Willingness to support regional business operations outside of local hours.