Position Summary:
The Manager (IT) Retail Systems & Support comes with a solid technical background in/around Retail POS systems (Oracle xStore), and has familiarity with ERP applications (SAP Retail). Should understand Retail, omnichannel and e-commerce processes in general. In this role, the candidate should support all processes around the day-to-day operation of our retail locations, together with the support services. Should help analyze business needs and create IT concepts to implement new processes, solutions, applications or even systems
What you can expect:
Manager & support retail business processes and functionality focused but not limited to Point of Sale front- and backend application and systems
Manage a team of 7 support associates, and their daily activities including ticket queues, escalations, and such
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 KPI weekly
Analyze and solve application or configuration issues
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
Experience with Oracle xStore POS System a must, experience with SAP retail preferred
Ability to interface with internal customer and IT Management and communicate complex ideas clearly and succinctly
Understands Retail frontend and backend processes
Familiar with the ARTS database model, ability to analyze/extract data using SQL
Ability to apply conceptual knowledge of business processes and technology to solve business process and procedural problems
Ability to communicate meaningfully, and be thoughtful; ability to speak and present information and ideas to individuals or groups
Ability to apply common sense understanding to carry out; ability to define problems, collect data, establish facts and draw valid conclusions; ability to deal with problems involving several concrete variables in standardized situations; ability to prioritize and manage commitments and adjust to changing priorities
Minimum 5 years of business experience in a similar role
Basic knowledge of system communication like IDOC/ALE and monitoring tools
Skilled in using applications to create/edit process flows, configuration, transports, and decision trees
Minimum Bachelor’s degree from an accredited college or university.
Fluency in German/Spanish, as well as availability for occasional international travel would be a plus.
While we value experience and education in candidates, we also look beyond just the skill set and try to find individuals with the right mix of experience, skill, values and, most importantly, potential and desire to perform at high levels.
Tricia Sentinella