Retail Systems Support Analyst

1. Apply expertise and skills to keep POS systems functioning efficiently and effectively. Systems include multiple platforms & vendors such as IBM, NCR & Retalix. 2. Effectively & courteously support team members and stores with POS system h/w & s/w issues. 3. Participate in an on-call technical support rotation that includes twenty-four hour/seven day a week Levels I, II & III support coverage for POS systems. 4. Train IT team members and assist with configuring, deploying & maintaining POS systems for new store openings, store relocations and h/w & s/w upgrades during POS conversions. This includes assisting with all aspects of the project management responsibilities such as: a. Analysis & estimation b. Project planning c. Hardware procurement & configuration d. Software procurement & configuration e. Migrating configuration options & data from previous systems f. Hardware installation g. System testing h. Operational training i. Technical support 5. Maintain the stability of EFT systems that reside in the store; this can include supporting operational training issues and store POS h/w & s/w issues. 6. Support the integration aspects of item maintenance systems connected with POS systems. 7. Research & resolve unusual or unwanted POS system behavior. 8. Provide configuration solutions for desired POS system functionality. 9. Test & report s/w & h/w bugs to vendors for patch fixes. Then test, document & deploy vendor software patches. 10. Maintain POS server TLOG & CRS file creation & stability for retrieval and parsing for downstream systems processing. 11. Research unusual EFT issues of all tender types ~ coordinate trouble-shooting with CEN Accounting, regional IT, stores, EFT vendors and CEN IT Teams. 12. Maintain functional POS lab development environments for support issue replication, patch testing & development project testing. 13. Assist in development testing for new POS system technologies & functional enhancement projects. 14. Create knowledge base articles and support documentation. 15. Collaborate with accounting, customer service & other IT teams on current issues as well as new systems initiatives.
REQUIREMENTS
1. At least 3-5 years relevant experience with the following is required: a. One or more the following: NCR ACS 4.0 or 6.0, IBM 4690, or other major Point Of Sale software. b. Unix - MP-RAS or SCO c. VI d. Windows Server 2003 e. Scripting experience such as korn shell, perl, VB, etc. 2. A working knowledge of server and network architectures as it relates to POS operations. 3. Experienced in providing Level I, II & III Point of Sale support & training. 4. Experience supporting and troubleshooting software that is integrated with a variety of different hardware peripherals. 5. Willingness to travel 30% of the time between stores within the region and some small amount to other regions and/or Central for support and training. 6. Ability to assess the current state of systems; identify, track and prioritize issues and gaps, and develop and execute plans for remediating issues and gaps proactively. 7. Experience with all phases of systems projects and a proven track record of successful systems project completions. 8. Experience implementing industry accepted IT standards, controls and best practices for environment management, testing, change control, etc. 9. Ability to work with software and hardware vendors on issue resolution and to insure the vendors are meeting established service levels. 10. A passion for excellent customer service. 11. Excellent leadership, problem solving, time management and organizational skills. 12. Ability to work well independently as well as cohesively with a team. 13. A good sense of humor. 14. A strong sense of urgency and initiative. 15. A strong leader who exhibits positive interpersonal team dynamics.