IT Business Analyst

2 months ago

Toronto, Ontario, Canada Roots Full time
IT Business Analyst Castlefield Ave, Toronto, ON M6B 4C4, Canada Req #1920 Thursday, July 25, Roots is more than just an/the iconic Canadian retailer, we are a group of passionate employees who act with integrity, trust each other and do what is right. We work in a space where people can grow and develop, with a team of people who own results and are dedicated to seeing Roots win. We seek to build longstanding relationships with partners who share our commitment to maintaining high ethical standards of operation.

We are currently seeking an IT Business Analyst who will seek inspiration from our roots, can commit to achieving results the right way and loves to think big to join us on our journey. This role will report to the Senior Manager, Technical Education & Support. The successful candidate will play a critical role in maintaining and enhancing our retail software applications, ensuring smooth operations and providing excellent support to end-users. This position requires strong problem-solving skills, a customer-centric approach, and the ability to thrive in a fast-paced retail environment.

The IT Business Analyst for Roots will be responsible for the following:

Application Support:

Provide day-to-day support for retail software applications, ensuring they run smoothly and efficiently. Monitor application performance, troubleshoot issues, and implement solutions in a timely manner. Collaborate with software vendors to resolve complex issues and implement system enhancements. Maintain detailed documentation of application configurations, support procedures, and system changes. Log, track, and manage incidents in a ticketing system, ensuring all incidents are resolved within agreed service levels. Perform root cause analysis of recurring issues and recommend long-term solutions.

User Support:

Act as the primary point of contact for application-related queries from end-users, providing expert assistance and training. Document user issues, track progress, and ensure timely resolution. Develop and maintain user manuals, FAQs, and training materials to aid in user self-sufficiency.

New Store Opening Support:

Ordering and/or coordinating setup of point of sale systems, pin pads, traffic counters and music player installations at all new stores. Updating point of sale systems to reflect latest releases. Act as the primary point of contact for information technology related queries from business users.

Top candidates for the IT Business Analyst role will have the following:

Education:

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Experience:

Minimum of 3 years of experience in application support or a similar role, preferably in a retail environment. Proven experience with retail software applications. Experience with Aptos, Momentis, EDI (Electronic Data Interchange), High Jump (Korber), Aptean and Oracle Xstore is an asset. Strong understanding of retail business processes and IT infrastructure. Familiarity with ticketing systems; Topdesk experience is an asset Excellent problem-solving skills with a proactive approach to identifying and resolving issues. Strong communication skills, with the ability to explain technical concepts to non-technical users. Ability to work independently and as part of a team in a fast-paced environment.

Founded in 1973, Roots Canada is a publicly held Canadian lifestyle brand that sells apparel, leather bags, small leather goods, footwear and active athletic wear with over 100 retail stores in North America and Asia.

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