Store Systems Manager - Paradies Lagardère

POSITION SUMMARY:

The Store Systems Manager is responsible for advancing problem management, implementing new technologies and innovative solutions, and refining new store opening and closing processes. The position requires strong technical skills in retail and/or hospitality systems as well as great collaboration and interpersonal skills in cross functional environments.

DUTIES AND RESPONSIBILITIES:

• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Prevents the replication of Problems across multiple systems
• Reviews the efficiency and effectiveness of the Problem control process
• Monitors the effectiveness of error control and makes recommendations for improvements
• Updating Knowledgebase
• Prevents recurrence of issues by identifying root cause and implementing fix
• Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
• Drive all problems towards root cause identification and permanent fix.
• Need to have innovative approach as problems are unique and need to use different RCA techniques
• Work with third party vendors to identify issues for their respective products, test all fixes and enhancements, and work with the vendor and internal IT and external IT teams to apply changes into the production environment.
• Manage preventive maintenance and keep systems up-to-date on application level and operating systems.
• Understanding POS interfaces, data model with central systems and payment middleware, gateway and bank provider.
• Assist in the definition of store systems/POS business requirements and provide viable solutions alternatives and recommendations (e.g. changes to business processes, creation of new business processes, or system enhancements).
• Participate in projects and enhancements that involve changes to store system applications which would include determination of user requirements, testing of changes, preparation of operational procedures.
• Acts as the liaison between IT and the business units for Store Systems, responsible for identifying and resolving technical and process issues related to the POS, payment solution and other related interfaces. Requires advanced knowledge of related business processes and how technology supports these processes.
• Responsible for working on projects that apply new or existing technologies and solutions to meet business needs. Works with the IT and business management teams to define overall technical direction.
• Partners with the business to determine system needs, influencing and guiding the change process from concept to implementation.
• Coordinates the efforts of internal and external staff, and of key business partners in support of existing production systems and in the execution of new system projects. Serves as a functional and/or technical expert in one or more disciplines.
• Responsible for process improvement on new store openings and store closing processes.
• Driving new technologies and innovative solutions related to the POS, payment systems, digital signage, etc that will help grow business in the stores. 

POSITION QUALIFICATIONS:

• University or College degree in Computer Science or related field, with 5 years working within the Retail and Hospitality industry.
• Broad and strong knowledge of Store Systems hardware and software including POS, POS peripherals, media player, digital signage, PC and network printer, etc.
• Understanding of ITIL framework specially in Incident Management, Problem Management, Change Management, Release and Deployment, etc.
• Strong diagnostic technical skills to be able to perform root cause analysis on issues.
• Strong analytical and problem-solving skills including reviewing windows, applications and payment logs.
• Experience with Windows Operating Systems, able to manage Microsoft patch application.
• Experience with Event Viewer and its use for diagnosis.
• Experience with database management and support.
• Experience on building gold image, ghosting, scripting and group policy.
• Multi-site computer networking skills.
• Excellent interpersonal and team-building skills.
• Organizational agility – understands how organizations work and knows how to get things done.
• Able to deal with ambiguity – can function without having the total picture.
• Knowledge of retail and hospitality industry best practices with prior experience in Store Operations business processes and systems.
• Ability to work with various levels of store staff/management.
• Multitasking skills, able to prioritize, and juggle various projects and tasks concurrently.
• Excellent verbal and written communications skills working with all levels of the organization and with external vendors