Sr. Retail Systems Support Analyst

Position Details:

Title: Senior Retail Systems Support Analyst

Department: Information Technology

Reports to: Manager, Retail Systems

Location: Dearborn

Job Classification: Hybrid

FLSA Status: Exempt

Job Band: Professional

Job Summary

The Senior Retail Systems Support Analyst is responsible for the maintenance and support of all retail systems and applications including point-of-sale systems, interactive kiosks, new store openings, and other retail systems projects. This includes accountability for all incident SLA’s and maintaining metrics.

Inspired by Hard Work

At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.

Associate Responsibilities

• Provide hands-on support to retail stores by diagnosing and resolving technical issues related to POS systems, payment processing, inventory management, and other retail technologies, including handling production on-call responsibilities as the primary escalation point for store system issues that cannot be resolved at the first level of support.
• Maintain the incident management process using Carhartt’s IT Service Management (ITSM) tools while managing queue and flow work and monitoring the performance of store systems and ensuring operational uptime.
• Collaborate with vendors and internal IT teams to drive system configuration and maintenance solutions.
• Lead the rollout of new retail store technologies, system upgrades, and store opening projects.
• Assist with testing and validating system functionality before deployment.
• Responsible for the creation and maintenance of documentation for troubleshooting guides, system processes, and standard operating procedures (SOPs).
• Provide insights and recommendations to improve system reliability, user experience, and processes.
• Generate reports and provide insights to stakeholders using store data for decision-making.
• Collaborate closely with retail operations and IT partners to align system functionality with business needs to ensure all business expectations and requirements are met.
• Act as a liaison between Retail Technical Analyst, store operations, and technical teams to translate support needs into system requirements.
• Partner with internal and 3rd party partners to run projects.
• Ensure retail store systems comply with Carhartt’s IT security policies and industry standards and support the implementation of security measures.

Required Education

• Bachelor’s degree in IT or a related field, or equivalent years of relevant experience.   

Required Skills & Experience

• Minimum of 3 years of Retail POS configuration or development with PCI/DSS experience.
• Minimum of 3 years working in an IT support environment.
• Minimum of 5 years of experience in MS Windows OS environment including strong proficiency in Windows 10/11, Scripting, Imaging/ghosting, network, and registry.
• Working with and managing multiple vendor relationships.
• Retail store system integration into Accounting, Inventory and Reporting systems.
• Strong troubleshooting and problem-solving skills with the ability to manage multiple tasks and shift priorities rapidly.
• Strong written and verbal communication skills with the ability to express complex technical ideas to various audiences.
• Familiarity with Retail business issues including Retail Accounting, Inventory Management, Merchandising, Planning and Buying.

Physical Requirements and Working Conditions

• On-call support responsibilities that will include some evenings and weekends if necessary.
• Typical office environment; office setting.
• Extended periods of time sitting, standing, typing on a computer.
• Light lifting may be required (25 lbs).
• Some travel is required (up to 20%).

• This position has a Hybrid location: Associate will work on-site regularly as needed for work activities.
• Carhartt is a tobacco free workplace.

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