POS Systems Analyst II - 2nd Shift

Job Description

Job Title: POS Systems Analyst II - 2nd Shift

Location: Corporate

Department: Information Technology

Shift: 2:00-10:00 PM

Job Summary:  The POS Systems Analyst II is responsible for providing tier 2 support for the Point of Sale (POS) system and interfacing systems. This position primarily focuses on the support and operational activities of POS software and the devices running that software. Other systems are also supported such as fuel control, electronic payment, kitchen production, and rewards systems. This position performs provisioning, configuration, testing, implementation, and support for new stores to ensure that stores open with no issues and on time.

Principal Duties:

• Perform root cause analysis (RCA) of problems impacting multiple stores. Document actions and discoveries during the RCA process in problem tickets.  Identify and analyze incident trends and collect information and logs to aid in the root cause analysis of systemic problems.

• Serve as an escalation point for off-shore contractors and junior team members to guide in the troubleshooting and resolution of moderate to complex problems.

• Recommend potential workarounds to problems and incidents, advising business of the impact of each potential solution.  Develop workaround solution to identified trends to increase 1st contact resolution to incidents while RCA continues. 

• Utilize expertise in POS systems and good judgment to make decisions for deploying or communicating workarounds to complex problems while the permanent fix is in progress. 

• Create deployment plans that include validation steps to ensure hotfixes have been successfully installed in all stores and included in the new store provisioning.

• Deploy software upgrades to the chain. Work with Store Operations to collect feedback from stores and identify incident trends during the pilot phase and throughout the deployment. Make solution recommendations.

• Identify system-level changes required when business processes change, or new software features are introduced.

• Gather and analyze business requirements for business-as-usual system changes and/or modifications; perform configurations to implement solutions for business.

• Understand and document business processes that have dependencies on the POS software and peripherals.

• Provide weekly status reports to the team lead on open problems, new store readiness, and business requests.

• Engage the technology teams to establish the appropriate configurations and security model for any new enhancements or changes.

• Open cases with vendors and partner with them on the investigation, reproduction and resolution of problems and software defects.

• Identify incident trends, analyze them to determine root cause and report finding to team leadership.

• Create change control documents, participate in end-to-end testing, deploy software.

• Administer the POS control application, manage user access, perform audits to ensure all users of the system are active and require access to perform their job function.

• Make all required changes in support of new store openings. Support the new store team ensuring new stores open with no issues and on time.

• Fulfill requests for POS changes from business partners including activating and deactivating promotions, adding card bin ranges, changes to tax rates, and other requests.

• Provide training to new team members and off-shore contractors.

• Utilize analytical and problem-solving skills to investigate, document, and resolve technology issues in a timely manner.

• Document support procedures. Periodically review and update procedures when changes to systems are made. Serve as a knowledge manager for the team’s Knowledgebase.

• Test and deploy hotfixes received from vendors.

Essential Functions:

• Solid understanding of the Windows operating system
• Work independently to apply expertise and judgment in decision making
• Ability to write PowerShell scripts for deploying files and software hotfixes to store servers
• Make decisions related to operational changes and support based on documented policies and procedures
• Strong analytical and problem-solving skills
• Solve moderate to complex problems with minimal guidance and direction
• Ability to handle multiple remediation efforts simultaneously
• Vendor relationship skills
• Excellent oral and written communication skills
• Excellent customer service skills
• Ability to work with little or no supervision
• Detail oriented and strong organizational skills
• Ability to participate in an on-call 24/7 rotational schedule
• Ability to learn quickly and apply knowledge to new situations
• Offers technical expertise, feedback or advice as a valuable resource to others

Basic Qualifications:

• Bachelor’s degree in Information Technology or a technical discipline (e.g., engineering) preferred, or technical certifications
• 3 to 5 years of retail POS experience preferred
• Experience working in a PCI compliant environment
• Experience with MS SQL server
• PowerShell experience
• Strong working knowledge of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Working knowledge of software testing methodologies

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected].

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.