Service and Support Analyst

Job Title:

Service and Support Analyst Dining Services & Retail Systems

Location: South Florida

Key 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 golive 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 crossfunctional initiatives to improve service delivery and strengthen system integration.

Qualifications

• Experience supporting POS systems, preferably Symphony or similar retail platforms.
• Familiarity with gift shop inventory tools such as YellowDog.
• Handson 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 problemsolving skills.
• Excellent communication skills and a strong customer service mindset.
• Ability to work both independently and collaboratively in a fastpaced 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.