What are the responsibilities and job description for the Stores Technology Manager position at Fusion HCR?
What You'll Do:
- Manage & support retail business processes and functionality focused but not limited to Point of Sale front- and backend application and systems.
- Manage and grow a team of analysts and external helpdesk. Monitor daily support and endpoint services activities including ticket queues and escalations.
- Implement and maintain asset tracking of store systems hardware.
- Forecast and procure hardware and software license needs based on new store openings and break/fix rates.
- 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 KPIs weekly, monthly, and annually. Partner with L1 Helpdesk to maintain acceptable KPI’s.
- Analyze and help solve application or configuration issue trends.
- 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.
Job Requirements
What You Bring:
- Minimum 5 years experience in a similar role, including 2 years in managing people/teams
- High quality end-user technical support, related to point-of-sale systems, network, and hardware
- Experience procuring, deploying, and tracking IT hardware and software assets with industry standard toolsets
- An in-depth understanding of POS systems, software, networks, and hardware as well as the ability to apply that knowledge to support our POS systems
- Detailed knowledge of payment systems and the integration that makes them interface with the POS
- Familiarity with new store opening technology requirements like low-voltage cabling
- Ability to manage time well, and prioritize multiple projects
- Must have outstanding communication skills
- 3 years' supporting a fast-paced retail environment
- Must have experience with SQL database and be able to create and edit SQL statements
- Experience using a ticketing system and creating knowledge base articles
- Strong work ethic
Preferred Qualifications:
- Experience offering technical support in a retail environment using Oracle’s Xstore and Oracle’s Xadmin
- Bachelor's degree in Computer Science, Information Technology, System administration, or equivalent experience
- Experience using and supporting Verifone payment devices, particularly using Tender Retail as middleware
- Experience supporting a Merchandising department using Aptos
