Operational Analyst - Retail POS

New York, NY 10004

Employment Type: Direct Hire Area of Specialty: POS Job Number: 7122

Position Summary:

My client  is searching for an ambitious, curious Operational Analyst to support business growth and provide state of the art systems & applications.   

In this newly created  position, you will interact with clients (employees) of Retail locations in the Americas region to analyze, diagnose, interpret, and identify an array of incidents and problems affecting the client' s IT assets and business systems. Upon diagnosing the issue/s, the Operational Analyst will work toward the resolution utilizing an array of resources including prior experience, internet research, team members or other departmental colleagues, and escalation points. At the same time, maintaining reasonable communication with the client on progress

Primary (Essential) Functions:

  • Interact directly with the clients via incident management system, by phone, email, or instant messenger.

  • Quickly assess and diagnose a wide array of problems with client business assets including POS registers, PC' s, mobile devices, monitors, peripherals, etc

  • Communicate efficiently and effectively with clients and team members to inform and collaborate on incidents problems

  • Support a multi-site, multinational distributed network of Retail stores remotely from the New York office

  • Adhere to SLA policies for incident resolutions

  • Maintain an accurate and detailed account of client assets within the designated Asset Management system

  • Maintain the asset life-cycle policies and proactively recommend the refresh strategy for each assigned asset.

  • Image and configure IT assets for each client and provide the proper equipment per designated job function

  • Prepare software requests and install approved business software

  • Participate in projects or conduct testing as required from time to time

Knowledge, Skills and Abilities:

  • Strong oral and written communication skills 

  • Excellent interpersonal skills with a strong sense of team 

  • Present technical information and communicate complex technical ideas clearly and succinctly 

  • Ability to effectively follow direction and gain knowledge

  • Prioritize and manage workload and adjust to changing priorities  

  • Proven time management capabilities 

  • Apply common sense understanding to carry out primary functions  

  • Identify client problems, collect data, establish facts and draw valid conclusions  

  • Deal with problems involving several concrete variables in standardized situations;  

  • Desire to be “ hands on”  and detail oriented

  • Ability to lift 50 lbs.

Competencies Required

  • Customer focus

  • Integrity and trust

  • Learning on the fly

  • Planning and priority setting


  • 2 years business experience in a similar role preferred

  • Profound experience in customer service and interpersonal communication

  • Technical experience supporting a Retail environment is preferred

  • Application Support experience in Point of Sale technology, direct experience with Oracle XStore is a plus

  • Previous experience with data analysis using an ERP system, direct experience with SAP Retail is a plus

  • Very good knowledge about Lenovo and Apple Hardware, SCCM imaging, RSA Tokens

  • Skilled in using applications to monitor, track, inventory and troubleshoot IT Assets

  • Minimum Bachelor’ s degree from an accredited college or university

  • Fluency in German, Spanish, Portuguese or French is a plus.

Tricia Sentinella
Recruiting Director, Information Technology

Tricia started working with The Connors Group in 2001, and focuses on recruiting for ERP positions. With an energy that's contagious, her relentless spirit has forged great relationships with clients, candidates, and colleagues. Tricia believes that clients value recruiters who can identify and deliver qualified candidates to them and add value to the process of on-boarding talent. Those who are truly matched to the organization are the type of employees they’ll be able to retain for a long time! Candidates value good communication, honesty, and the perception that their professional expertise is validated. Tricia tries to give each individual specialized attention to not only make them feel important, but to really understand their unique value proposition in what they do for their career. She always gives feedback – whether good or bad. Constant feedback helps to build strong rapport and establishes trust!

Once, Tricia had a candidate who was down and out because of the direction his life was going due to circumstances outside of his control. He wasn’t working, which impacted his confidence and hindered his ability to find new work. Because she recognized his potential, Tricia came up with a marketing plan and introduced him to companies he had not even considered. She was able to secure him an interview, and he not only landed at the company – he stayed there for 10 years and earned himself two promotions! Another time, she had a candidate who was out of work for two years. After spending a considerable amount of time introducing him to companies, he ended up landing a job with her help, which saved him from losing his home. At the end of the day, it’s really all about fit and finding that right opportunity. Tricia saw it through because she truly cared about seeing his success!

Her goal is to be the number one recruiter for finding the right talent to support ERP packages. Tricia wants to be positioned as someone who listens and truly understands the job market- a capable counsel for job seekers looking for new opportunity. Outside of the office, she loves hiking, especially in Acadia National Park in Bar Harbor, Maine. Tricia also enjoys reading and loves to cook (she's a pescatarian). Would also love to be on the show Survivor one day!

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