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Analyst, Retail IT Service Full Time

at Ralph Lauren London in London (Published at 04-10-2023)



Ref #:



W139221



Department:



Information Technology



City:



Watford



State/Province:



Hertfordshire



Country:



United Kingdom



Pay Range Max





Pay Range Min





Company Description




Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.





Position Overview





Primary focus is to take up the lead role of the Global Retail Command Center (RCC) support for EMEA region. Provide analysis and support for POS and all related hardware as part of the RCC In-Region Analyst supporting all Ralph Lauren Store in EMEA. This includes day to day troubleshooting of all technical issues, developing functional/technical specifications, test plan creation and execution, and production migration. Work with vendors and business partners during the development lifecycle. Ability to create and deliver solutions, documentation and training material that meets corporate objectives tied to business and retail technology performance. Provide project status updates to IT management and key business partners. Liaison between RCC, Store Systems and the Business Operations team to streamline a global retail support partnership.






Essential Duties & Responsibilities




DIMENSIONS





Supervision: Weekly supervision. This position reports to the Director of DTC Operations and Support based out of Greensboro, NC (US) and the Director of Store Systems based out of Watford, England (UK). This position requires regular contact with the RCC team members with the main goal to elevate their support metrics, knowledge, problem solving and execution of a Global Retail Command Center.





Responsibilities Scope: Supporting a reliable Windows based POS environment with LAN/WAN connectivity. Responsible for the configuration of POS systems for Retail locations; including but not limited to Windows servers, registers, workstations, printers, routers, switches, time clocks, debit terminals, laptops, RFID devices, IOS devices, digital video walls, uninterruptible power supplies and future technology. Ensure that store technical issues are logged and worked on in a timely manner. Work on tasks assigned by management and provide regular updates on status. Tasks will range from small enhancements to large projects. Weekend support rotation is required.





Systems Scope: Advanced.





ESSENTIAL DUTIES AND RESPONSIBILITIES





  • ServiceNow lead supporting the Global Retail Command Center. Liaison between Store Systems, Business Operations and RCC.

  • Manage Retail tickets root cause analysis, trends, KPI as defined by management.

  • Actively and consistently supports all efforts to simplify and enhance Retail IT support to the Stores.

  • Visit local RL Stores to understand Operational procedures, expectations, and IT opportunities with the goal to enhance documentation, training, and knowledge transfer to the RCC team members.

  • Lead the creation of “RL Self-Guided Retail Technology Tutorial” videos. Partner with other Regions to adapt best practices for video content creation, allowing Stores to get the best self-service support experience possible.

  • Optimize the RCC team to track and report on agreed SLAs and provide regular updates to management.

  • Partner with RCC leads to check on areas of challenges and collaborate to mitigate those.

  • Review open ticket queues and close tickets upon resolution daily.

  • Use broad technical experience to improve efficiencies in the Retail Command Center processes, documentation, and training.

  • Imaging and staging POS equipment. Work with on-site technicians for part replacements

  • OS Patch Management. Active Directory and Group Policy support

  • Manage equipment depot and inventory level for onshore/offshore. Shipping and receiving IT equipment.

  • Provide remote support including OS, LAN, PC, connectivity, applications, hardware, peripherals, upgrades, installs.

  • Limited travel to store openings and remodels. Provide Customer Service support.

  • Provide analysis and testing for daily production support issues.

  • Create project specification and requirement documents.

  • Execute systems testing, QA, and support User Acceptance testing.

  • Provide daily and weekly project updates as directed.

  • Work with vendors on project tasks and issues. Attend weekly meetings.

  • Multi-task on production support times as well as project work

  • Weekend Support Rotation.







Experience, Skills & Knowledge






  • 5 + full strategic cycles of Retail store systems information technology experience.

  • ServiceNow: Experience with Incident, Problem, Asset, Change, Service Request, Configuration Management, Knowledge Base

  • Must have technical training or MS Certification. A demonstrated strong technical ability

  • In-depth understanding of Windows based software; Windows 11, Server 2019, O365

  • Solid understanding of business processes in Store Operations

  • Demonstrated knowledge of one or more POS Systems. Keen understanding of the systems development lifecycle

  • Hands on experience working with cash registers, debit terminals, peripherals, and IOS mobile devices.

  • Ability to work with POS related systems such as traffic counters, fitting room applications, etc.

  • Working knowledge of OS, IOS, Security, Micros Soft SQL, VMware,

  • Knowledge of Micros POS solutions X-Store a plus. Knowledge of Polling, Sales Audit, Scripting, Loss Prevention systems a plus

  • Excellent troubleshooting and problem resolution skills.

  • Must have the ability to work under pressure with time sensitive constraints. Ability to manage many concurrent tickets.

  • Excellent verbal and written communication skills

  • Ability to work effectively within a team.









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