Retail IT Business Analyst

Job description Operational Support

• Serve as the primary point of contact for technical and business support of all retail IT systems.
• Troubleshoot and resolve incidents for store applications, hardware, and integrated solutions.
• Identify and implement process improvements to reduce incident volume and resolution time.
• Coordinate and host regular business support meetings to address ongoing issues and enhancements.
• Coordinate service for 2nd and 3rd level support with Swatch Group Retail IT Team, local and global partners.

• Support the deployment of retail IT initiatives, upgrades, and store opening projects.
• Configure, test, and validate retail solutions prior to store launches or major rollouts.
• Partner with internal teams (Swatch Group US and HQ IT team) and vendors to identify improvement opportunities for operations and support processes.

• Liaise between IT, store operations, and vendors on all issues, enhancements, and system requirements.
• Work closely with vendors to test, install, and validate POS and related system modifications.
• Align local POS requests with Global Core Template defined by Group Retail IT team.
• Integrate changes and evolutions required by Brands HQ, Group Controlling and Global Retail IT in coordination with partners or Global teams.

• Develop and deliver Key User training sessions and support documentation for store teams.
• Ensure knowledge transfer to internal and external support teams for smooth handover and ongoing support.