Senior Technical Support Analyst

The IT Application and POS Support Specialist manage and supports a portfolio of IT applications and point-of-sale technologies. The role provides advanced operational support, coordinates major incident response, and partners with IT operations, business users, technical teams, and vendors to restore service quickly and improve system reliability.

• →Provide Level 1 & 2 support for retail applications, POS systems, PDI, payment-related integrations, pumps, back-office systems, associated batch or interface processes, and other applications.
• →Independently investigate, diagnose, and resolve complex production incidents while minimizing business disruption and maintaining system availability.
• →Act as the technical escalation point for critical incidents, including complete POS or pump outages, payment-impacting failures, network outages, and broad PDI service disruptions.
• →Coordinate incident response across the technical help desk, on-call resources, vendors, product owners, retail operations, and business stakeholders.
• →Serve as the primary technical liaison with application and POS vendors during critical production outages and recurring service issues.
• →Translate technical symptoms, root causes, risks, and recovery actions into clear business-impact updates for stakeholders and senior leaders.
• →Manage operational tickets within agreed response and resolution targets, including prioritization, assignment, escalation, communication, and closure quality.
• →Support retail processes involving price book, fuel pricing, inventory, settlement, accounts receivable, reporting, paperwork, transaction flow, and site connectivity.
• →Partner with enhancement and project teams to onboard new capabilities, integrations, sites, and operational initiatives into production support.
• →Create and maintain runbooks, knowledge articles, standard operating procedures, support workflows, known-error records, and troubleshooting guides.
• →Provide coaching and technical guidance to help desk analysts and less experienced support colleagues on complex troubleshooting and retail application workflows.
• →Lead or contribute to problem management, root-cause analysis, trend reviews, service improvement, automation, monitoring, and operational process improvements.
• →Coordinate regular service-review meetings with vendors and internal stakeholders to review incidents, risks, backlog, recurring issues, and corrective actions.
• →Participate in an after-hours support and on-call model for high-priority retail incidents, as required.
• →Apply impact and urgency consistently, initiate the appropriate escalation path, and work toward the support targets

• Post-secondary education in Computer Science, Information Systems, Engineering, Business Analysis, or a related discipline; an equivalent combination of education and experience may be considered.

• 2 to 3 years of experience supporting business-critical applications, retail technologies, or POS environments.
  
• Experience troubleshooting production issues across applications, data interfaces, networks, hardware, payments, or batch processes.
  
• Ability to write and interpret basic SQL queries for investigation, validation, and support activities.
  
• Experience working across multiple business areas and coordinating issue resolution among technical and non-technical teams.
  
• Experience using an IT service-management platform such as ServiceNow to manage incidents, queues, priorities, escalations, and service-level commitments.
  
• Strong written and verbal communication, stakeholder management, documentation, and presentation skills.
  
• Ability to manage multiple incidents and priorities in a dynamic, high-pressure, and time-sensitive environment.
• The ideal candidate is quality-focused, passionate, a quick learner, self-motivated, analytical, and detail-oriented.

Core Competencies

• Analytical troubleshooting and sound judgment
  
• Customer and retail operations focus
  
• Incident ownership and calm execution under pressure
  
• Clear communication of technical and business impact
  
• Collaboration across vendors, IT teams, and business functions
  
• Continuous improvement and knowledge-sharing mindset
  
• Attention to detail, quality, confidentiality, and follow-through
  
• Self-motivation, adaptability, and willingness to learn

Working Conditions
This role operates in a fast-paced retail technology environment where service interruptions can directly affect store operations and customer transactions. The position may require participation in after-hours incident response, maintenance activities, release support, and an on-call rotation. Work must be completed professionally, securely, and within strict operational timelines.

Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required? Someone who sees the bigger picture? You sound brilliant to work with!

We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview.

We are an equal opportunity employer and encourage applications from all qualified individuals. Our ability to work as one team across Canada, the United States, and the Caribbean is foundational to our success. We show up as our authentic selves each day and create space for one another’s unique contributions.

We respect the diverse cultures, traditions, and perspectives of Indigenous Peoples and seek to achieve equitable partnerships and opportunities with Indigenous communities.

Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time.

Final candidates will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing.

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