Store Systems Analyst

The Store Systems Analyst is responsible for providing technical support, administration, and operational oversight for store technology systems across all Good Food Holdings banners. This role supports Point-of-Sale (POS) systems, self-checkout solutions, store hardware, mobile devices, service scales, and related retail technologies to ensure stable and efficient store operations.

The Store Systems Analyst partners closely with IT teams, Operations, vendors, and store personnel to troubleshoot issues, implement enhancements, support new store openings and remodels, and maintain compliance with company security standards. This position serves as an escalation point for advanced support issues and plays a key role in ensuring the reliability and performance of critical store systems.

Essential Duties and Responsibilities

Include the following (other duties may be assigned):

Store Systems Support & Administration

· Monitor the performance, stability, and availability of store systems, including POS systems, self-checkout equipment, and other retail technologies

· Identify, troubleshoot, and resolve system issues while minimizing disruption to store operations

· Monitor support ticket queues and resolve assigned tickets in accordance with established service level agreements (SLAs)

· Provide Level 2 and Level 3 technical support for escalated store technology issues

· Perform onsite troubleshooting and support at stores, support offices, and other company locations as needed

· Responding to critical incidents and assisting with emergency support situations involving POS, payment processing, networking, and store technology systems

POS Systems & Retail Technology

· Support POS applications, hardware, peripherals, and related retail technology platforms

· Perform installation, configuration, testing, maintenance, and troubleshooting of POS and self-checkout equipment

· Assemble, disassemble, configure, and repair POS hardware components

· Support department service scales and related systems, including Hobart, Digi, Bizerba, and Ishida platforms

· Support in-store handheld and wireless devices, including Zebra, Datalogic, Honeywell, Apple, and similar technologies

Testing, Implementation & Projects

· Perform testing and validation of new promotions, software releases, POS enhancements, upgrades, and system changes

· Create, maintain, and execute testing scripts, quality assurance checklists, and implementation plans

· Support new store openings, remodels, hardware refreshes, and technology deployments

· Coordinate implementation activities with internal teams, vendors, and business stakeholders

· Create project task lists, testing schedules, implementation plans, and status updates as assigned

Security & Compliance

· Support PCI compliance initiatives and ensure POS environments adhere to company security standards

· Assist in implementing and maintaining security controls to protect company systems, customer data, and payment environments

· Identify and report security concerns, vulnerabilities, and compliance risks

· Support technology audits and compliance reviews as requested

Documentation & Knowledge Management

· Create and maintain accurate technical documentation, support procedures, configuration records, and troubleshooting guides

· Document incidents, resolutions, testing results, and implementation activities

· Train and mentor IT support personnel on store systems functionality and troubleshooting procedures

· Train store and operations personnel as requested to support new stores and technology implementations

Vendor & Cross-Functional Collaboration

· Collaborate with other IT Groups, Loss Prevention, Store Operations, Store Support, and vendor partners to resolve issues and implement solutions

· Work closely with business stakeholders to understand operational requirements and improve system performance

· Provide recommendations regarding system improvements, enhancements, and process efficiencies

· Participate in special projects and other duties as assigned

Do you have experience in POS systems?, To perform this job successfully, the candidate must be able to perform each essential duty satisfactorily. The requirements below reflect the knowledge, skill, and ability expected for this role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· Minimum 5 years of experience supporting retail POS systems and hardware environments

· Minimum 3 years of Level 2 and Level 3 help desk support experience

· Minimum 3 years of experience supporting Toshiba ACE POS software and Toshiba POS hardware preferred

· Experience supporting grocery retail technology environments preferred

· Experience supporting service scales, mobile devices, and store operations technology preferred

· Experience supporting basic networking equipment, including switches, firewalls, wireless access points, UPS devices, and network infrastructure preferred

· Ability to travel regularly between store locations and support offices

Technical & Professional Skills

· Strong knowledge of retail POS applications and hardware

· Experience troubleshooting and supporting self-checkout systems and retail peripherals

· Proficiency with Microsoft Office applications including Teams, Excel, Word, and Outlook

· Strong troubleshooting, analytical, and problem-solving skills

· Excellent customer service and communication abilities

· Strong organizational and project management skills

· Ability to prioritize multiple tasks and work independently

· Ability to learn new technologies and systems quickly

· Strong attention to detail and follow-through

Language Skills

Ability to read, analyze, and interpret technical documentation, operating procedures, and vendor materials. Ability to communicate effectively with technical and non-technical users at all levels of the organization.

Mathematical Skills

Ability to perform basic mathematical calculations and analyze technical data, reports, and system performance metrics.

Reasoning Ability

Ability to solve practical technical problems and evaluate multiple variables in a fast-paced environment. Ability to interpret written, verbal, diagrammatic, and technical instructions and implement effective solutions.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

This position requires frequent sitting, standing, walking, bending, reaching, lifting, carrying, and use of hands for handling technical equipment and tools. The employee must be able to lift and move up to 50 pounds. Work may involve installation, maintenance, and troubleshooting of equipment in store and office environments.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance
• Dental insurance, * 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance