Systems Engineer I

CTI Consulting • Salisbury, NC

5d • Hybrid

About The Position

CTI Staffing is partnering with a leading retail organization to find an Incident Management Analyst to support their Point of Sale (POS) systems team, based in the Salisbury, NC area (hybrid, onsite 3 days per week). This role is the front line for keeping in-store technology running smoothly. You'll triage and resolve incidents affecting POS and supporting applications, working closely with internal teams and outside vendors to keep resolution times fast and disruption low. It's a great fit for someone who's sharp under pressure, communicates clearly with both technical and business stakeholders, and takes real ownership of problems instead of just routing tickets.

Requirements

• Hands-on experience supporting Point of Sale (POS) systems in a production environment
• Experience using ServiceNow for incident ticket management and tracking
• Experience using Jira for issue tracking and problem management
• Strong analytical and problem-solving skills, with the ability to assess complex issues and determine resolution paths
• Advanced Microsoft Excel skills, including data analysis, reporting, and trend identification
• Experience working directly with third-party vendors to manage issue resolution
• Strong verbal and written communication skills across technical and non-technical audiences
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Experience in a retail technology environment
• Familiarity with incident and problem management best practices
• Knowledge of POS hardware, software, and peripheral devices
• Experience working within cross-functional IT support organizations

Responsibilities

• Triage, prioritize, and assign incoming incident tickets related to POS and supporting applications
• Analyze reported issues to determine root cause, business impact, and the right resolution path
• Monitor incident queues, ensuring tickets are documented and resolved within service level targets
• Coordinate with internal support teams and business stakeholders to drive issues to resolution
• Manage third-party vendors through troubleshooting and resolution of POS-related incidents
• Escalate incidents appropriately, engaging the right teams and leadership when needed
• Track recurring issues and partner with support teams to drive long-term problem resolution
• Build and maintain incident management documentation, processes, and knowledge articles
• Analyze incident trends and produce reporting on volume, resolution performance, and recurring issues

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed