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 supports retail hardware and software, investigates and resolves escalated system issues, tests software and business requirements, coordinates store installations, and maintains deployment environments and documentation. The position also helps manage operating system images and updates, works with other retail technology analysts to resolve issues and introduce functionality, and ensures work complies with applicable rules, policies, and procedures. The role requires the ability to work unsupervised for extended periods and provide support during system-critical situations, including after-hours and weekends.

Requirements

High school diploma or equivalent certification required.
Legally authorized to work in the United States without employer sponsorship now or in the future.
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 of time.
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.
Minimum one year of experience with POS systems and second-level support in 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 restaurant (QSR) systems.
Test new versions of retail software and coordinate installations in stores.
Coordinate with departments on the accuracy of polling and data capture, and rekey missed sales transactions.
Provide second-level troubleshooting and resolution for 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 and maintenance, patching, and training documentation.
Create and maintain 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 receive support at the highest level.
Ensure activities comply with rules, regulations, policies, and procedures.
Work unsupervised for extended periods.
Complete other duties as assigned.