Specialist IT App Support, Retail Applications
Role Overview
The specialist manages a retail application portfolio as an individual contributor, completing enhancements and providing Level 3 operational support for PDI Retail and other retail systems.
The role works with retail business units and senior leaders to align processes with application functionality, best practices, automation, and system security, and assists during major application issues.
Key Skills for This Role
Full Job Posting
Role overview
The specialist manages a retail application portfolio as an individual contributor, completing enhancements and providing Level 3 operational support for PDI Retail and other retail systems.
The role works with retail business units and senior leaders to align processes with application functionality, best practices, automation, and system security, and assists during major application issues.
Responsibilities
- Investigate, diagnose, and resolve complex retail application and batch-process issues as a Level 3 escalation point.
- Serve as primary technical liaison with the PDI vendor during P1 production outages.
- Explain technical issues and their business impact to product owners and stakeholders across Finance, Price Book, Inventory, and other areas.
- Create runbooks and knowledge-base articles for new features to prepare support teams for Day 1 deployments.
- Guide less experienced colleagues on troubleshooting and PDI operational workflows; maintain technical documentation and SOPs.
- Help operations support teams manage daily tickets while maintaining SLAs, and mentor new team members.
- Support onboarding of operational initiatives and contribute to internal process-improvement projects.
- Coordinate weekly vendor support-status meetings.
Requirements
- Post-secondary education in computer science, information systems, engineering, business analysis, or a related discipline; equivalent education and experience may be considered.
- Two to three years of application support experience.
- Ability to write basic SQL for support issues.
- Experience working across multiple business areas and multitasking across issue tracking and coordination.
- Strong communication and presentation skills; ability to work with confidential, time-sensitive issues in a changing environment.
- Sound judgment, solution identification, professional delivery under pressure, and ability to meet strict timelines.
- Demonstrated capability to serve business stakeholders as a valued customer.
Additional hiring information
Candidates must be legally eligible to work in the country where they apply; the employer says it cannot sponsor employment visas.
Final candidates will undergo a confidential pre-employment background check, which may include education, criminal, credit, drug and alcohol, or fitness-for-duty testing.
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