Support Engineer (D365 & SOP)
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Key skills for this role
About the Role
GMG is seeking a Support Engineer for Retail Tech (POS) to manage incidents related to retail applications, ensuring SLA compliance and coordinating testing. The role requires 4 years of IT support experience with POS systems and retail applications.
Key Skills for This Role
Responsibilities
- Oversee and manage incidents related to POS systems and other retail applications, ensuring resolution within SLAs
- Manage and coordinate System Integration Testing (SIT) and User Acceptance Testing (UAT) for retail applications
- Coordinate with business users and IT vendors to resolve technical issues
- Maintain accurate records of incidents, testing processes, and resolutions
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field
- 4 years of experience in IT support with focus on POS systems and retail applications
- Experience in managing incidents, SIT, and UAT processes for retail technology
- Proven track record of coordinating with business users and IT vendors
Full Job Posting
Role Summary
- The Support Engineer – Retail Tech (POS) is responsible for managing incidents related to retail applications, particularly Point of Sale (POS) systems.
Key Success Drivers including Accountabilities and Responsibilities
- Incident Management: Oversee and manage incidents related to POS systems and other retail applications, ensuring that all issues are resolved within the agreed SLAs.
- Testing Oversight: Manage and coordinate System Integration Testing (SIT) and User Acceptance Testing (UAT) for retail applications to ensure that systems are functioning as expected before deployment.
- Issue Resolution: Coordinate with business users and IT vendors to resolve technical issues, ensuring that all parties are aligned and that issues are addressed in a timely manner.
- Documentation: Maintain accurate records of incidents, testing processes, and resolutions, and ensure that all documentation is up to date and readily accessible.
Functional/Technical Competencies
- Experience in Retail Systems (Point of sales POS) and POS application implementation and Migration
- Result Orientation
- Team working
- Knowledge of incident management tools like Manage Engine
- Industry knowledge of Fashion & Apparel, Pharma
- Certifications: Dynamics 365 fundamentals (ERP) (I585 9659)
- POS Systems Expertise: Strong knowledge and experience with POS systems, including their setup, configuration, and troubleshooting.
- Incident Management: Proficient in managing incidents through their lifecycle, ensuring adherence to SLAs and effective issue resolution.
- Testing Management: Experience in overseeing SIT and UAT processes, with the ability to coordinate testing activities and validate results.
- Coordination Skills: Effective at working with both internal business users and external IT vendors to resolve issues and ensure system reliability.
Educational Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
Experience
- 4 years of experience in IT support, with a focus on POS systems and retail applications.
- Demonstrated experience in managing incidents, SIT, and UAT processes for retail technology.
- Proven track record of coordinating with business users and IT vendors to resolve technical issues efficiently.
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