Service and Support Analyst - Simphony POS

Introduction: The Service and Support Analyst provides technical and operational support for Dining Services and Gift Shop retail systems, with a primary focus on the Simphony point‑of‑sale (POS) platform and Secondary focus on GEMpay Badge Payroll Deduct system. This role ensures smooth day‑to‑day operations, troubleshoots system issues, and partners with business stakeholders to enhance system performance and user experience. The ideal candidate should possess strong analytical skills and have experience in POP (Point Of Sale).

Responsibilities:

• Provide frontline support for the Symphony POS system, including troubleshooting hardware and software issues.
• Travel to hospital locations from Palm Beach to the Florida Keys to deliver onsite support as needed.
• Manage and resolve issues within the GEMpay Badge Payroll Deduct system, ensuring accurate and timely payroll deductions for employee purchases.
• Collaborate with Dining Services, Gift Shop teams, and other business units to understand operational needs and provide effective technical solutions.
• Monitor system performance and escalate complex issues to vendors or internal Technology & Digital (T&D) teams.
• Support system upgrades, testing activities, and go‑live deployments for new features or enhancements.
• Complete assigned support tickets in Service Now (SNOW) ticketing system.
• Train end users on system functionality, workflows, and best practices.
• Document issue resolutions, support procedures, and system configurations.
• Participate in cross‑functional initiatives to improve service delivery and strengthen system integration.

Requirements:

• Experience supporting POS systems, preferably Symphony or similar retail platforms.
• Familiarity with gift shop inventory tools such as YellowDog.
• Hands‑on experience deploying and configuring Micros workstations and peripherals (receipt printers, scales, barcode readers, credit card readers, KDS displays, etc.).
• Knowledge of payroll deduction systems such as GEMpay.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent communication skills and a strong customer service mindset.
• Ability to work both independently and collaboratively in a fast‑paced environment.

Preferred Skills:

• Direct experience with Symphony POS and GEMpay or comparable retail/payroll systems.
• Strong customer service and advanced troubleshooting capabilities.
• Ability to mentor and support team members or consultants.
• Familiarity with project management methodologies and tools.