Paradies Lagardère
Store Support Analyst
Paradies Lagardère - Atlanta, Georgia, United States, 30383
Work at Paradies Lagardère
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Overview
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Job Description
Under the direct supervision of the IT Service Delivery Manager, the Store Support Analyst is responsible for assisting in overseeing third level technical support services provided to users of Paradies Lagardere Point of Sale Applications, Payment Solutions, Central Systems, and related interfaces. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables. Candidate should demonstrate a high sense of self-motivation, this individual must display superior problem management, root cause analysis, and issue resolution skills. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential. The candidate will be required to be on-call after hours, on a rotation basis. In addition to their primary location, candidate will also be required to provide support to other designated locations in the region. Job Description
Under the direct supervision of the IT Service Delivery Manager, the Store Support Analyst is responsible for assisting in overseeing third level technical support services provided to users of Paradies Lagardere Point of Sale Applications, Payment Solutions, Central Systems, and related interfaces. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables. Candidate should demonstrate a high sense of self-motivation, this individual must display superior problem management, root cause analysis, and issue resolution skills. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential. The candidate will be required to be on-call after hours, on a rotation basis. In addition to their primary location, candidate will also be required to provide support to other designated locations in the region.
Responsibilities
System Maintenance: Ensuring the proper functioning and maintenance of POS systems, including software updates, troubleshooting, and resolving technical issues. Data Analysis: Analyzing reports and trends to identify patterns, opportunities, and areas for improvement. User Support: Providing support to POS system users, troubleshooting common issues, and addressing user inquiries or concerns. Monitor status of open trouble tickets to ensure that service level agreements and timelines are being met and tracked through Service Now Vendor Management: Managing relationships with POS system vendors in our eco-system, including coordinating vendor support and maintenance services. Performance Monitoring: Monitoring the performance of POS systems and identifying opportunities for optimization or enhancement to improve efficiency, reliability, and customer experience. Documentation and Reporting: Maintaining accurate documentation of POS system configurations, procedures, and support activities. Generating regular reports on POS system performance, usage metrics, and other relevant metrics for management review. Collaboration: Partner with first- and second-level Information Technology support organizations, external vendors, and business unit teams to resolve critical or more complex problems in a timely manner. Communication: Responsible for formal email communications regarding Priority 1 issues and major event outage to applicable parties
Preferred Qualifications
University or College degree in Computer Science or related field, with 2 to5 years working within the Retail and Dining Hospitality industry. 3 to 5 years advanced third level support experience for Retail/Dining POS hardware and applications 3 years of experience with Incident and Problem Service Management. 2+ years of experience in supporting POS Systems and peripherals Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences Strong customer focus and orientation Must be open to working occasional weekends and after-hours, if required Exposure to ITIL and ITSM tools such as ServiceNow is preferred Ability to travel is required. Job Location San Francisco, CA United States Position Type Full-Time/Regular
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Hospitality Referrals increase your chances of interviewing at Paradies Lagardère by 2x Sign in to set job alerts for “Support Analyst” roles.
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Under the direct supervision of the IT Service Delivery Manager, the Store Support Analyst is responsible for assisting in overseeing third level technical support services provided to users of Paradies Lagardere Point of Sale Applications, Payment Solutions, Central Systems, and related interfaces. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables. Candidate should demonstrate a high sense of self-motivation, this individual must display superior problem management, root cause analysis, and issue resolution skills. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential. The candidate will be required to be on-call after hours, on a rotation basis. In addition to their primary location, candidate will also be required to provide support to other designated locations in the region. Job Description
Under the direct supervision of the IT Service Delivery Manager, the Store Support Analyst is responsible for assisting in overseeing third level technical support services provided to users of Paradies Lagardere Point of Sale Applications, Payment Solutions, Central Systems, and related interfaces. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables. Candidate should demonstrate a high sense of self-motivation, this individual must display superior problem management, root cause analysis, and issue resolution skills. The ability to clearly communicate with other support groups, development, product, IT leadership, external providers, and business contacts to resolve customer issues is also essential. The candidate will be required to be on-call after hours, on a rotation basis. In addition to their primary location, candidate will also be required to provide support to other designated locations in the region.
Responsibilities
System Maintenance: Ensuring the proper functioning and maintenance of POS systems, including software updates, troubleshooting, and resolving technical issues. Data Analysis: Analyzing reports and trends to identify patterns, opportunities, and areas for improvement. User Support: Providing support to POS system users, troubleshooting common issues, and addressing user inquiries or concerns. Monitor status of open trouble tickets to ensure that service level agreements and timelines are being met and tracked through Service Now Vendor Management: Managing relationships with POS system vendors in our eco-system, including coordinating vendor support and maintenance services. Performance Monitoring: Monitoring the performance of POS systems and identifying opportunities for optimization or enhancement to improve efficiency, reliability, and customer experience. Documentation and Reporting: Maintaining accurate documentation of POS system configurations, procedures, and support activities. Generating regular reports on POS system performance, usage metrics, and other relevant metrics for management review. Collaboration: Partner with first- and second-level Information Technology support organizations, external vendors, and business unit teams to resolve critical or more complex problems in a timely manner. Communication: Responsible for formal email communications regarding Priority 1 issues and major event outage to applicable parties
Preferred Qualifications
University or College degree in Computer Science or related field, with 2 to5 years working within the Retail and Dining Hospitality industry. 3 to 5 years advanced third level support experience for Retail/Dining POS hardware and applications 3 years of experience with Incident and Problem Service Management. 2+ years of experience in supporting POS Systems and peripherals Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences Strong customer focus and orientation Must be open to working occasional weekends and after-hours, if required Exposure to ITIL and ITSM tools such as ServiceNow is preferred Ability to travel is required. Job Location San Francisco, CA United States Position Type Full-Time/Regular
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Hospitality Referrals increase your chances of interviewing at Paradies Lagardère by 2x Sign in to set job alerts for “Support Analyst” roles.
San Francisco, CA $140,000.00-$160,000.00 4 months ago Palo Alto, CA $70,000.00-$80,000.00 2 weeks ago Fremont, CA $116,000.00-$132,000.00 6 days ago San Francisco, CA $65,000.00-$75,000.00 1 month ago San Francisco, CA $75,000.00-$150,000.00 1 month ago San Francisco, CA $88,000.00-$107,000.00 3 weeks ago San Francisco, CA $62,000.00-$72,000.00 5 days ago San Mateo, CA $60,000.00-$74,000.00 3 weeks ago San Francisco, CA $70,000.00-$150,000.00 1 year ago San Francisco, CA $70,000.00-$100,000.00 3 days ago San Francisco, CA $36.00-$43.00 2 weeks ago Handshake AI Support Specialist, Contract
San Francisco, CA $35.00-$40.00 14 hours ago Technology Support Specialist - Private Equity - Up to $135k
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr