Analyst I, Retail Technology

Pilot Company•Knoxville, TN

About The Position

The Analyst I, Retail Technology provides ongoing support and maintenance for the company’s retail technology systems. The role investigates escalated issues, supports retail hardware and software, tests new software and business requirements, coordinates store installations, and helps resolve system issues with internal business partners and other retail technology analysts. The position also maintains test environments and deployment documentation, creates operating system images, and manages OS updates and security requirements. The role supports the company’s common purpose by ensuring guests and team members receive a high level of support, and ensures activities comply with applicable rules, regulations, policies, and procedures. The employee must be able to work unsupervised for extended periods and complete other assigned duties. Travel is required less than 10%.

Requirements

Legally authorized to work in the United States without employer sponsorship now or in the future.
High school diploma or equivalent certification.
Minimum one year of experience with POS systems and second-level support identifying and troubleshooting system issues is preferred.
Working knowledge of Microsoft Windows, including Microsoft Office.
Working knowledge of retail store software systems.
Ability to lift up to 50 pounds and lift and move POS and other hardware as necessary.
Ability to sit or stand for long periods.
Ability to work flexible hours in system-critical situations and provide on-call support after hours and weekends.

Nice To Haves

Bachelor’s degree or equivalent experience, preferably related to computer science and technology.
Experience with POS systems and second-level support identifying and troubleshooting system issues.
Working knowledge of Microsoft SQL Server Express and ability to script SQL queries.
Working knowledge of coding languages such as .NET and VB.

Responsibilities

Investigate escalated issues by gathering and analyzing additional information.
Support retail systems hardware and software, including point of sale (POS), inventory, cash office, fueling, loyalty, and quick service restaurants (QSR).
Test new versions of retail software and coordinate installation in stores.
Coordinate with departments to ensure polling and data capture accuracy and rekey missed sales transactions.
Provide second-level support by troubleshooting and resolving retail system issues escalated by internal business partners.
Collaborate with Retail Technology Analyst II and Senior Retail Technology Analyst to identify and resolve bugs and issues and introduce new functionality.
Test new business requirements within the retail system environment.
Maintain test software and hardware environments.
Maintain deployment software, maintenance, patching, and training documentation.
Create operating system (OS) images.
Manage deployment of OS updates and security requirements.
Model behaviors that support the company’s common purpose and ensure guests and team members are supported at the highest level.
Ensure activities comply with rules, regulations, policies, and procedures.
Work unsupervised for extended periods.
Complete other duties as assigned.