Retail Engagement IT Analyst

Job description

SUMMARY

Kering has embarked on a change program to improve the way support services are provided to end users and locations. A core element of this change is the introduction of a proactive service to directly engage end users, intended to augment existing support services provided through the IT Service Desk and remote based IT Support teams.
This change was first introduced to Corporate users and piloted with Retail users yielding extremely positive results. Building on this success, the AMER IT Retail Engagement Team is a new in-house team that will provide proactive support services to Kering Luxury Brands' retail locations in the US and Canada.

Retail Engagement Services will work closely with our Store Managers to ensure technology used in stores enables our Brands to reach their strategic goals, supporting sales growth and increasing employee productivity by:
· Partnering with store managers to assess the technical health of stores & address issues – includes network, applications and hardware
· Uncovering all issues in stores and addressing through normal support channels
· Ensuring all equipment is current and working properly
· Reinforcing best practice IT processes, procedures and training
· Gather requests for new Demand at an operational level
· Point of contact for service escalations

This will be accomplished through direct engagement with store personnel either through on-site visits or remote check ups.

The team will focus on delivering value through service excellence leveraging Kering's existing global and regional support models, ensuring users have a positive experience with store technology and IT Support Services when needed.

DUTIES AND RESPONSIBILITIES

Must have the ability to operate well on their own in a demanding Service role, providing reliable and consistent support to Retail employees who themselves provide a high level of service to discerning, luxury customers.
Includes over 250 stores across 10 Brands in the US and Canada, will require approximately 50% travel. Although there is a common core set of technology used by all Brands, Kering services are offered via a consumption model and the application footprint can vary across Brands.

Expertise is not required for most applications, but familiarity will be, as well as knowledge of the support model for each (Local/Global, Group/Brand).

The Retail Engagement Team should be able to understand technology issues in the stores and the impact they have to store operations, as well as the ability to explain in non-technical terms to users.
This role will be based out of Los Angeles and Secaucus, NJ reporting directly into the Manager of Retail Engagement, AMER IT.

Strong verbal and written communication skills are needed given the distributed nature of the work, the team and locations of our customers' retail establishments. A positive attitude has to be adopted towards problem solving, with a generally service minded approach towards customers and peers.

MISCELLANEOUS
· Provides proactive support and service through store visits and health checks
· Ensures all store issues are addressed – even if not the ultimate resolver – by coordinating with Kering Service Desk Manager & Support Teams
· Coordinates schedule of store visits / contacts with Store Managers
· Provides input into regular status reports of accomplishments and progress of team
· Supports response to Major Incidents in stores
· Maintains store profile for all stores in AMER
· Accepts handover of support for store from New Store Opening team
· Participates in weekly Operations Review meetings and other Support information sharing sessions
· Captures requests for new services and applications in stores
· May support select project launches in stores

Desired profile

Qualifications :

QUALIFICATIONS
CRITICAL COMPETENCIES
·  Excellent communication skills both written and verbal
·  Detail oriented
·  Strong collaboration and customer service skills required
·  Ability to build and maintain successful relationships with peers and customers
·  Ability to effectively and simply communicate technical concepts, solutions and implications in simple, non-technical language
·  Self-directed and focused on a goal or end-state as opposed to specific tasks
·  Strong problem solving and planning skills, highly detail conscious
·  Strong multitasking and time management skills that will enable them to accommodate changes in priorities and direction on short notice

REQUIREMENTS

·  Minimum 10 years' experience working in a retail organization, in an IT service desk environment, in a customer facing service delivery role
·  Minimum 5 years' experience providing hands on EUC and hardware support including Windows OS, laptops, desktops, printers, mobile devices, POS, payment devices and basic network support
·  Minimum 2 years' experience supporting iPhones and iPads.
·  2 - 3 years of experience managing an IT support team including mentoring and motivation of direct reports is strongly preferred
·  Knowledge of ITIL a plus
·  Experience with project management
Bachelor's Degree in IT or related field preferred