Store Support Analyst

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Our client is currently seeking a qualified Store Support Analyst to join their team onsite in San Francisco, CA and provide end-user support. This analyst is responsible for assisting in overseeing third level technical support services provided to users. This position has a strong emphasis on advanced Incident Management and Problem Management as core deliverables. The ideal 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 the primary location, it will also be required to provide support to other designated locations in the region.

Duties and 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 ServiceNow
• Vendor Management: Managing relationships with POS system vendors in the 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

Skills and Qualifications :

• University or College degree in Computer Science or related field, with minimum 2 to 5+ years of experience working within the Retail and Dining Hospitality industry
• Minimum 3 to 5+ years of advanced third level support experience for Retail / Dining POS hardware and applications
• Minimum 3+ years of experience with Incident and Problem Service Management
• Minimum 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

Wage Range :
The rate for this position is between $27.00 - $41.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits :
The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

W2 only, no Corp to Corp. We are unable to sponsor H-1B visas at this time.

We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.

CompucomStaffing , a division of CompuCom Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit ;/strong> .