Retail Systems Analyst

Company Description

Canada Goose isn't like anything else. We’ve built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. Our purpose-based platform HUMANATURE and philosophy that humans are a part of nature and nature is a part of us informs everything we do. From the materials we use to the products we make, everything is meticulously crafted and built to last. At Canada Goose we endure any condition, observe every detail, and take the long view in order to keep the planet cold and the people on it warm.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

**Job Description**:
**Key Responsibilities**:

- Analyze, prioritize and effectively triage/escalate issues and problems
- Record, track and escalate incidents via our ticketing system
- Configure, image and support POS workstations
- Configure/support printers, IP Phones, Pin Pad, receipt printers and other peripheral devices
- Coordinate with internal IT teams and 3rd party partners to resolve complex problems
- Support mobile devices (Android and iOS)
- Assist in new store deployments (Onsite & Remote)
- Provide exceptional service using available resources while meeting set SLAs
- Document technical procedures and update/maintain existing technical documentation
- Establish and maintain positive working relationships with departments and end users to reach desired outcomes and results

**Experience, Education and Designations**:

- A post-secondary education required or equivalent work experience
- Microsoft A+, Network+ and Security+ are considered an asset
- 1+ years supporting an e-commerce environment
- 3+ years of supporting a corporate or retail environment with servers, workstations and IP phones
- 3+ years of experience in:

- basic hardware (desktop/laptop) troubleshooting; Microsoft Windows and Office troubleshooting; Apple (iOS) troubleshooting
- understand desktop imaging and deployment technologies
- mobile device management platform (MDM)
- Creating and managing user accounts
- Demonstrated experience enforcing standards, policies and procedures

**Knowledge, Skills and Attributes**:

- Basic troubleshooting aptitude gained through experience and/or training is required
- Attention to detail and committed to a high degree of accuracy
- Effective analytical problem-solving skills
- Possess excellent time management skills and the ability to prioritize tasks based on the severity
- Ability to support end users using different methodologies (phone, in person, web)
- Strong customer service skills are essential
- Strong verbal and written skills and the ability to work courteously and effectively with all end users
- Creativity and demonstrated ability to work in a fast-paced environment with a high degree of change and ambiguity are critical
- Can easily make the needed connections between systems, processes, and individuals to facilitate change
- Ability to multitask and work efficiently under pressure
- A team player who builds strong relationships based on trust and integrity
- Embraces continuous improvement by proposing new and/or better ways of doing things
- Follow through consistently on work commitments

**Working Conditions**:

- Will sometimes require evenings, overnights, and weekends to complete projects and or maintenance on systems & to participate in rotating shift work
- Work in offices, retail sites, manufacturing facilities, environmentally controlled server rooms
- Travel to local or international retail sites, conferences and/or seminars as required
- Lifting items up to 28 pounds may be routinely required
- Provide after-hours and/or weekend or holiday support (unscheduled support), as business needs arise
- Respond to and/or travel to support On Call including weekends and holidays (scheduled support)