Retail Technology Services Analyst

Pandora A/S; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Pandora A/S is looking for a Retail Technology Services Analyst to join their LATAM team. This role involves managing digital store operations, supporting various retail technology services, and collaborating with stakeholders to enhance service quality. Ideal candidates will have substantial experience in Retail IT and strong project management skills.

Qualificações

• 5+ years of international Retail IT experience.
• Experience with Fiscal services.
• ITIL knowledge mandatory; certification is a plus.

Responsabilidades

• Manage the delivery of new stores and support services.
• Ensure timely IT service delivery, fulfilling SLAs and KPIs.
• Lead implementation of projects for new or upgraded infrastructure.

Conhecimentos

Project management

Communication

Stakeholder Management

Formação académica

Data science, IT or communications

Descrição da oferta de emprego

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Do you want to be a part of the world’s leading jewelry company while putting your experience inRetail 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 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 stores and act 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 will be expected.

It is required to create a structured overview of tasks and results, which is expected to be presented frequently to line managers and stakeholders.

Duties include strong alignment with other Retail DevOps teams, global service desk teams, platform teams, and business stakeholders to offer consistent, resilient, and measurable support for 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(s) management team(s) and own Continuous Service Improvements.
• Act as an Ambassador on behalf of D&T in the Cluster.
• Manage local business expectations based on global direction.

Service Management:

• Ensure timely, effective IT service delivery, fulfilling SLAs and KPIs in collaboration with relevant teams.
• Act as cluster SME for our POS support application and represent the cluster for the DevOps POS team.
• Manage escalations with support from our global support team and ensure problem management.
• Ensure all new technology solutions are well documented and onboarded into Retail Support teams.
• Continuously improve support services delivered to Pandora stores.
• Analyze retail store technology performance, identify problem areas, and develop 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 objectives.
• Develop and implement processes and documentation for new store infrastructure implementations and upgrades.
• Ensure hardware stock is available for operations.

Project Management:

• Assist Delivery Managers with operational aspects of new store openings and related activities—acting as Subject Matter Expert.
• Manage tasks and participate in retail projects across clusters or technical domains.
• Lead the implementation of projects for new or upgraded infrastructure technologies or services.

Technology:

• Be a Subject Matter Expert on all technology components within our retail environment and support them.
• Develop, track, and analyze retail infrastructure support incidents, problem management, and trends; identify training gaps.
• Coordinate with Fiscal providers and Pandora to develop and support services.
• Assist in building a robust Operation Center (Detect & Fix approach).
• Develop and improve retail service concepts.
• If needed, assist with staging hardware for stores.
• Manage global partners and their deliveries in the region/cluster.
• Engage 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 in international Retail IT.
• Experience with Fiscal services.
• Excellent written and oral communication skills for presenting ideas to non-technical staff and end users.
• Project management approach and mentality.
• ITIL knowledge is mandatory; certification is a plus.

If you see yourself in this position and want to be part of Pandora’s future, please apply. We look forward to hearing from you!

We process applications continuously, so apply soon. More about Pandora can be found at www.pandoragroup.com.

About Pandora

The largest jewelry company in the world, giving voice to millions’ love daily. Pandora jewelry is sold in over 100 countries through 6,800 points of sale, including 2,700 concept stores.

We pursue sustainability in all we do, with ambitious targets across sourcing, materials, and marketing.

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

We foster an inclusive and diverse workplace, reflecting societal diversity in our customer engagement, to deliver on our purpose: to give a voice to people’s love.