Senior Technical Analyst, Retail in London

We believe that difference sparks brilliance, so we welcome people and ideas from everywhere to join us in stretching what’s possible. At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands – Coach and Kate Spade New York – was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We’re always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

Primary Purpose

The role is hands on and would be suitable for somebody who wishes to leverage their in-depth technical knowledge to implement and support technology applications along with partnering with internal / external team members and vendors. The individual will need to have an in-depth hands‑on technical understanding of Retail and Omni Channel applications and processes and will help to develop, configure and support the end‑to‑end EU Retail and Omni Channel application environment. This includes configuring, maintaining, upgrading and the control of existing systems and applications, along with collaborating with outsourced vendors, IT Local and Global Technology Teams in activities related to the support of Business Systems. This role covers circa 90 stores in 12 EU countries. This is a growing environment with the complexity of a large geographical scope. There are multiple strategic technology projects in progress as part of a multiyear investment program. This role is based in central London with occasional travel to other EU locations.

Responsibilities

• Quickly develop an in-depth working knowledge of the overall business operation and requirements for the company and for specific departments.
• Work effectively and autonomously in an environment in which all local and global systems personnel and vendors have a high level of engagement and commitment to quality and customer service.
• Assist in the management of the day‑to‑day operation of multiple Vendors (some Global) that support, develop and deliver EU Applications.
• Assist in ensuring that application deployment projects are supported effectively and identifies and resolves escalated systems issues.
• Review and analyze existing application performance.
• Assist in ensuring that approved deployment projects are given the correct levels of commitment by partnering with Global IT Partners (internal and external).
• Configure, maintain and monitor EU IT Retail systems – POS, Inventory, Payments.
• Work closely with Service Providers to meet Service Level Agreements and other requirements and participate in service reviews.
• Monitor and guide 2nd Level vendor partners with the handling of incidents that impact the supported brands Retail Stores.
• Communicate ongoing issues with Store Operations teams.
• Look for ways to continuously improve our services to the stores.
• Work with our support providers to create and maintain Operating Procedures and Knowledgebase.
• Work alongside the Retail Store Support Engineering and Development teams to find a root cause for open incidents and problems.
• Participate in and help manage Retail Store related Major Incident calls.
• Work closely with Store opening coordinators to ensure smooth store openings by configuring, upgrading and the control of newly installed systems and applications, along with collaborating with outsourced vendors, IT Local and Global Technology Teams in activities related to the opening of Retail Stores.
• Manage inventory assets assigned to stores and depots.
• Occasional out‑of‑hour work and major escalated issues on call will be required.

Qualifications

• Education – University Degree or equivalent.
• Fluent written and spoken English.
• In‑depth experience and an interest in understanding Retail Business process.
• Communication skills necessary to work at all levels in the organization, including at a senior executive level.
• Minimum 2 – 5 years’ experience in Retail.
• Demonstrable knowledge of Retail POS Systems ideally Oracle (X‑Store), APTOS and IBM OMS / Sterling.