Fusion HCR
Stores Technology Manager
Fusion HCR, Marietta, Georgia, United States, 30064
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 RequirementsWhat 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
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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 RequirementsWhat 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
#J-18808-Ljbffr