Analyst, Store Support - IT

Knit Well Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

This is a higher level store support position. Works on difficult or critical issues escalated from level 1 and other team members. Relies on past experience and general instruction to perform the functions of the job. Typically works on various IT projects that require increased skill in multiple technical environments. Develops solutions requiring analysis and research. Provides technical and process guidance to others.

• Provides exceptional customer service to store personnel through level 2 incident management. Assumes responsibility for maintaining brand service level agreements from a level 2 incident management perspective. Acts as an additional point of escalation for level 1 analysts.
• Works on multiple types of hardware and software issues such as POS registers, apple hardware/software, traffic counters, OrPOS POS software, POS peripherals, etc.
• Assist third party technicians during various hardware installations, deinstallations, Real Estate events and adhoc hardware related projects.
• Interaction with IT leadership to assist in project planning from a budget and resource allocation perspective. Also, provide insight into strategy and technology road mapping sessions.
• Provides direction / oversight for project work related to supporting stores and the store technology to ensure adherence to budget and timeline. Escalate potential issues and risks related to a project as needed.
• Administrative – Tracks time in time tracking tool. Attend support meetings as needed, while maintaining incident tickets, emails, and knowledge documentation.
• Maintains a 40 hour work week plus on call responsibilities after hours.

• Minimum requirement – 1 or more of the following:
  Bachelor degree in a Computer Related Field, IT Certifications in the fields relevant to the scope of the position, and/or hands on working experience equivalent to the former mentioned education.
• Must have a minimum of three years' experience with POS Systems, Windows OS, and Microsoft Office products
• Must possess strong customer service skills, excellent oral and written communication skills, and be able to handle multiple tasks at once
• Solid understanding of POS systems
• Working knowledge of network fundamentals
• Understanding of computer hardware
• POS/retail experience required
• Must be able to learn new software packages
• Must have PC advanced troubleshooting skills
• Ability to provide clear direction to others
• Ability to work independently
• Ability to follow schedule and meet deadlines
• Ability to follow process
• Strong attention to detail
• Ability to interact with 2nd and 3rd party support staff
• At ease in working with customers, partners, and suppliers at all levels within the business

• You will be eligible to receive a merchandise discount at select Knit Well Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and…