Loss Prevention Analyst

Heritage Grocers Group•Addison, TX

2d•Onsite

About The Position

The Loss Prevention Analyst is responsible for the daily administrative responsibilities of the Loss Prevention Department. This position will interact and communicate in a concise and professional manner with all levels of HGG leadership, outside government agencies and vendors to achieve the goals and objectives of the Loss Prevention Department.

Requirements

Proven experience in a helpdesk or network support role, preferably in a 24/7 operational environment.
At least 1 year of experience in using CCTV preferred.
Basic Computer Troubleshooting knowledge or A+ Certification.
High school diploma/GED required or equivalent work experience.
Understanding of network and computer principles.
Familiarity with remote monitoring systems and ticketing tools.
Capability to work under pressure, multitask, and prioritize effectively.
Strong communication skills and the ability to convey technical information in a clear, understandable manner.
Capability to work under pressure, multitask, and prioritize effectively.
Proficient in Microsoft Office applications: Excel, Power Point, and Word.
Self-motivator and able to deliver satisfactory work under limited supervision.
High degree of initiative and results orientation.
Organization skills to manage multiple initiative.
Excellent communication skills.
Bilingual (English/Spanish) highly desired; speak, read, and write fluently.
Able to work overnight shift, 9pm to 6 :30am.

Responsibilities

Monitor CCTV, access control in our offices and 130 stores, warehouses, and the Support Center.
Overwatch for physical security on the properties, point of contact for all incoming calls to the IOC (Integrated Operation Center) track incidents as observed while monitoring stores, warehouses, and the Support Center activity through CCTV screens.
Direct all communications to the appropriate departments and be the main point of contact with Local Law Enforcement and or Fire Departments.
Monitor and audit CCTV after hours for the purpose of asset protection and investigations.
Monitor and respond to all alarm systems working with Alarm Company.
Monitor all POS (Point of the Sale) servers.
Monitor Alerts for sales process and troubleshoot any missing stores from the alerts.
Monitor and report any sales server offline with our POS vendor.
Monitor any IT related store outages and send an announcement reporting the outage.
Retrieve CCTV footage for government/law enforcement/legal cases.
Participate in the maintenance of loss prevention and safety programs.
Work on setting up hardware at down times for new stores, or new equipment deployment.
Develop procedures and or Knowledge base articles to feed knowledge base database.
Track and record incident on ticketing applications (service-now) and provide detailed descriptions for future analysis.
Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
Field incoming support requests through various communication channels (phone, email, ticketing systems) and provide solutions or escalate as necessary to our vendors and higher-level internal teams.
Provide frontline support and assistance to end-users after hours.
Perform other duties as assigned.
Perform initial diagnosis and troubleshooting of related problems.
Collaborate with other technical teams for complex issue resolution, escalating problems to senior technicians or vendors as needed.
Proactively identify potential issues and implement preventive measures and provide detailed reports of such.
Effectively communicate with internal and external stakeholders about ongoing incidents, updates, and resolutions.
Generate incident reports and summaries for management and other teams.
Send out announcements of incidents that impact regular store operation related to circuit, power, applications, or others.
Adhere to standard operating procedures and protocols for incident management and resolution.
Contribute to the development and improvement of existing procedures.
Stay updated with industry trends, technologies, and best practices related to CCTV network, operations, and support.
Participate in training sessions and skill development programs.