Business Analyst - Stores Network (Lead Deployment Support Analyst)

About the Role

GAP Inc. is transforming its Stores Network to enable the Store of the Future—supporting always-on connectivity, modern POS, Store Wi-Fi, IoT devices, and cloud-enabled retail applications at global scale.

Our mission is to maintain seamless store operations while enabling the rollout of new technologies that enhance efficiency, empower store teams, and elevate the customer experience.

The Lead Deployment Support Analyst is a key leadership role responsible for overseeing deployment support activities, guiding analysts, and ensuring store technology implementations are executed on schedule, with precision, and minimal disruption to business operations.

What You'll Do

Store Network Deployments

• Lead and coordinate store network deployment activities, including new store openings, remodels, refreshes, and technology upgrades
• Guide store managers, technicians, and vendor partners through installation and validation activities 
• Monitor project milestones, proactively identify risks, and escalate concerns as needed 
• Ensure accurate documentation, validation, and formal completion sign-off for deployment activities 

Business Analysis & Stakeholder Management

• Gather and document business and technical requirements for store network initiatives
• Translate business needs into clear deployment requirements for engineering and operations teams
• Serve as a primary point of contact for business partners like network teams, store operations, vendors and field support
• Provide regular status updates, dashboards, and executive-level summaries for leadership

Escalation Support – Store Network & Voice Operations

• Provide escalation support for store network incidents impacting POS, Store Wi-Fi, IoT devices, and critical retail applications
• Act as a single point of coordination during high-impact store outages and regional incidents
• Partner with Network Operations, Engineering, Service Desk, and vendors to drive incident resolution and root cause analysis
• Support incident bridges and communications during major incidents
• Identify recurring operational issues and feed insights back into deployment standards, designs, and processes

Deployment Support & Stabilization

• Support day-of-deployment activities, including coordination with vendors and store teams
• Track and manage post-deployment issues through stabilization and handoff to support teams
• Analyze deployment issues and trends to recommend process improvements and standardization
• Ensure documentation is updated post-deployment (as-built diagrams, inventory, lessons learned)

Process Improvement & Governance

• Help define and improve deployment processes, change management, and readiness checklists
• Support standardization of deployment workflows across regions and store formats
• Assist with vendor coordination, SLAs, and performance tracking
• Drive continuous improvement for deployment efficiency, quality, and store experience

Communication & Stakeholder Management 

• Deliver clear, professional communication to store leadership, vendors, and internal stakeholders 
• Set expectations regarding timelines, deliverables, and next steps 
• Represent the team with professionalism when engaging with business leaders and project managers 

Coaching & Team Development 

• Mentor junior analysts through active coaching and performance feedback 
• Foster a collaborative, customer-first team culture 
• Contribute to training programs, documentation updates, and knowledge-sharing initiatives 

Who You Are

Required Qualifications

• 5+ years of experience in Service desk, deployment, technical support, or call center operations, business analysis, or IT project support
• Experience supporting retail store technology or distributed network environments
• Strong understanding of store network concepts (LAN, Wi-Fi, WAN, SD-WAN, LTE/5G)
• Demonstrated ability to independently troubleshoot and resolve technical and procedural issues at scale 
• Strong written and verbal communication skills, with the ability to tailor messaging for technical and non-technical audiences 
• Proven leadership qualities including accountability, initiative, sound judgment, and conflict resolution 
• Experience supporting retail technology environments and customer-facing operations strongly preferred 
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerBI); experience