Retail Tech Analyst
Pandora
- São Paulo - SP
- Permanente
- Período integral
- Focal point for Retail stakeholders in the clusters and markets.
- Close collaboration with local retail business stakeholders and key resources.
- Lead weekly/monthly meetings within the Cluster(s) management team(s) and take ownership of Continuous Service Improvements.
- Act as Ambassador on behalf of D&T in the Cluster.
- Manage local business expectations based on global direction.
- Ensure timely, effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
- Act as cluster SME for our POS support application and represent the cluster for the DevOps POS team.
- Manage escalations with the support of our global support team and ensure problem management.
- Ensure all new technology solutions are well documented and on-boarded into Retail Support teams.
- Analyze the performance of Retail Store technology, identify problem areas, and devise and deliver solutions to enhance quality of service and issue prevention to reduce costs in operation and increase stability in our Stores.
- Develop and implement processes and documentation for repeatable new store infrastructure implementations and upgrades.
- Help Delivery Managers team to drive the operational aspects of new store openings and other related store activities - Subject Matter Expert function.
- Task and Project management and participation in retail projects in all clusters or technical domains.
- Serve as managing lead for the implementation of projects for new or enhanced infrastructure technologies or services.
- Subject Matter Expert on how all technology components within our retail environment function and are supported.
- Develop, track, and analyze Retail Infrastructure support incidents, problem management, and trends; identify and respond to training gaps.
- Be the link between our Fiscal provider and Pandora and develop and support the service.
- Help D&T management to build a solid Operation Center unit (Detect & Fix, is better than react approach on incidents).
- Develop and improve retail service concepts.
- If needed, being able to stage all hardware for stores
- Bachelor's degree in IT or related field. An equivalent combination of experience and education is accepted.
- Strong experience of 3-5 years working with international Retail IT
- Highly proficient in English and Portuguese. Spanish or other languages are a big plus!
- Strong Service Management & Stakeholder management skill set.
- Experience with Fiscal services.
- Exceptional written and oral communication skills with the ability to present ideas in user-friendly language to non-technical staff and end users.
- A strong sense of Business urgency and a customer-centric approach to tasks.
- Project Manager mentality and approach to tasks and projects.
- Agile working experience is beneficial.
- ITIL knowledge is mandatory; certification is beneficial.
- A dynamic profile with a structured approach to work.
- Analytical and able to easily present multi-source data in a simple structure.
- Ability to oversee several running projects next to BAU responsibilities.
- Strong stakeholder communication skills.
- Independent and able to work in a remote team with an internationally based manager.
- Outspoken and able to communicate to all levels of an organization.