Retail Technology Services Analyst

Pandora; São Paulo; Presencial; BRL 75.000 - 90.000; Tempo integral

Resumo da oferta

A Pandora está buscando um Analista de Serviços de Tecnologia de Varejo para integrar sua equipe na América Latina. Este profissional será responsável pela entrega de serviços digitais em lojas, gestão de fornecedores e melhoria contínua de operações. O papel envolve gerenciamento de stakeholders, comunicação com equipes de tecnologia e análise de desempenho de serviços. É uma excelente oportunidade para profissionais com experiência em TI para o varejo e habilidades sólidas de gerenciamento de projetos.

Qualificações

• Mais de 5 anos de experiência em TI para o varejo internacional.
• Conhecimento em ITIL é obrigatório; certificação é um diferencial.
• Experiência em serviços fiscais.

Responsabilidades

• Gerenciar o desempenho da tecnologia nas lojas e implementar soluções.
• Garantir entrega de serviços de TI dentro dos SLAs e KPIs.
• Gerenciar fornecedores e parceiros globais da região.

Conhecimentos

Gerenciamento de Stakeholders

Comunicação

Gestão de Serviços

Análise de Dados

Formação académica

Ciência de Dados

TI

Comunicações

Descrição da oferta de emprego

Do you want to be a part of the world’s leading jewelry company while putting your experience in Retail Technology Services into use? If yes, then we might have an exciting opportunity for you! You will be part of Pandora Latin America Team in an international organization of can-do spirited, passionate, and performance-driven people.

We are seeking a creative and results-driven Retail Technology Services Analyst to join our Pandora LATAM team.

The Retail Technology Services Analyst is responsible for the overall Digital Store Operations service delivery to the Pandora stores in the Cluster(s) and must collaborate closely with multiple business stakeholders and Digital & Technology functions.

Pandora operates hundreds of stores in the cluster and within Brazil, and you will play a key role in managing the delivery of new stores, store services, and store support services. This position is in the Retail & Tech Operations organization, and you will have colleagues in many countries around the world.

The Retail Technology Services Analyst will support POS, Fiscal solutions (if any), hardware, and network in the stores, acting as SME for our Vendors and Support teams. He/She will manage and oversee several service providers, ensuring they deliver the agreed services on time and within budget. Some regional travel is expected.

This role requires creating structured overviews of tasks and results, which will be frequently presented to the line manager and stakeholders.

Duties include aligning with Retail DevOps teams, global service desk teams, platform teams, and business stakeholders to ensure consistent, resilient, and measurable support and operations of Pandora’s stores in the cluster.

Your Role as a Retail Technology Services Analyst:

• Stakeholder Management:
• Serve as the focal point for Retail stakeholders in the clusters and markets, collaborating closely with local retail business stakeholders and key resources.
• Lead weekly/monthly meetings within the Cluster management teams and own Continuous Service Improvements.
• Represent D&T as an ambassador in the Cluster.
• Manage local business expectations aligned with global directions.

• Service Management:
• Ensure timely and effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
• Act as SME for POS support applications and represent the cluster for the DevOps POS team.
• Manage escalations with global support teams and ensure problem management.
• Document and onboard new technology solutions into Retail Support teams.
• Focus on improving support services to Pandora stores.
• Analyze retail store technology performance, identify issues, and implement solutions to enhance service quality, reduce costs, and increase stability.
• Facilitate communication between IT Operations, other IT units, and business units to align IT services with organizational goals.
• Develop processes and documentation for new store infrastructure implementations and upgrades.
• Ensure hardware stock availability for operations.

• Project Management:
• Assist Delivery Managers in operational aspects of new store openings and related activities as a Subject Matter Expert.
• Manage tasks and projects related to retail infrastructure and technology enhancements.
• Lead implementation projects for new or improved infrastructure technologies or services.

• Technology:
• Be SME on all technology components within the retail environment and support their functioning.
• Track and analyze retail infrastructure incidents, problems, and trends; identify training needs.
• Develop and support services with Fiscal providers.
• Assist in building a robust Operation Center (Detect & Fix approach).
• Develop and improve retail service concepts.
• Assist with hardware staging for stores, if needed.

• Vendor Management:
• Manage global partners and their deliveries within the region/cluster.
• Coordinate with external suppliers to ensure service delivery based on demands and local solutions.

What is needed to succeed:

• Field of Study: Data Science, IT, Communications, or similar.
• 5+ years of experience with international Retail IT.
• Service Management & Stakeholder Management skills.
• Experience with Fiscal services.
• Excellent communication skills, both written and oral, with the ability to present ideas clearly to non-technical staff and end users.
• Project management approach and mentality.
• ITIL knowledge is mandatory; certification is a plus.

Interested in this opportunity?

If you see yourself in this role and want to be part of Pandora’s future, please apply. We process applications continuously, so apply soon. Learn more about Pandora at www.pandoragroup.com.

About Pandora

The world’s largest jewelry company, Pandora gives voice to millions’ love every day. Our jewelry is sold in over 100 countries through 6,800 points of sale, including over 2,700 concept stores.

We are committed to sustainability, with ambitious targets across our business, from sourcing to materials and marketing.

Headquartered in Copenhagen, Pandora employs 27,000 people worldwide, with jewelry crafted in LEED-certified facilities using recycled silver and gold. We aim to be carbon neutral by 2025 and are part of the Science Based Targets initiative. Pandora is listed on Nasdaq Copenhagen and had a revenue of DKK 23.4 billion in 2021.

We believe in fostering an inclusive and diverse workplace, reflecting societal diversity in our customer engagement, and ensuring everyone feels respected and valued.