Retail POS Rapid Response & Troubleshooting Analyst

Job ID: 272120
Location Name: FSC REMOTE SF/NY/DC -173(USA_0173)
Address: FSC, Remote, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
Remote Eligible:Yes

 

Company Overview:

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us.  We are united by a common goal - to reimagine the future of beauty.

 

The Opportunity:

Technology

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players that are absolutely integral to the growth of Sephora and our future success. 

 

 

Your role at Sephora

The IT Support Services team plays a pivotal Tier 2 role in the retail technology support model, positioned between Level 1 Help Desk and Level 3 Engineering. Their responsibilities extend beyond basic incident resolution to encompass escalation management, and operational readiness, ensuring seamless retail operations. This team is essential to maintaining operational stability, accelerating incident resolution, and enhancing the overall reliability of retail systems.

The IT Support Services Analyst at Sephora must be a proactive and solutions-oriented individual with 4+ years of operational experience supporting retail environments. This role demands a strong understanding of IT best practices to effectively manage and resolve daily operational incidents and tasks related to retail and corporate applications and hardware, preventing major incidents. Adherence to SLAs and strong communication skills are essential in this fast-paced environment.

 

Responsibilities:

• Tier 2 Incident Management (INC/SCTASK):
  -    Provides advanced troubleshooting and resolution for retail incidents.
  -    Serves as the escalation point for issues unresolved by Level 1 support.
  -    Proactive queue monitoring & triage, SLA maintenance, backlog reduction.
• Retail Escalation Handling (RVIP):
  -    Manages urgent escalations from Retail Field Leaders around the clock.
  -    Routes escalations to appropriate technical or corporate teams.
  -    Ensures follow-through to resolution or provides warm hand-off to the correct team.
• Proactive Issue Prevention:
  -    Conducts root cause analysis and facilitates cross-functional resolution.
• Production Readiness Validation (CTASK):
  -    Validates critical retail operations post-production changes to prevent disruptions.
• Preemptive Troubleshooting (Teams Channels - NUC down / Network Alerts):
  -    Engaged by monitoring systems or L3 teams to address POS and network issues before they impact business.
• Major Incident Response (Retail - Major Incidents):
  -    Acts as the operational extension of engineering during critical incidents.
  -    Supports real-time testing, validation, and communication with retail systems and store users as needed.

 

We're excited about you if you have:

• 4+ years in level 2+ operational support roles within retail environments, with hands-on experience supporting Point of Sale (POS) systems, hardware, and network infrastructure
• Retail-specific applications: Point of Sale / Mobile Point of Sale (application and peripherals), Business Applications (Workforce Management, Task Management, Inventory Management, Back Office Management, Reporting Applications, Customer Service applications)
• Hardware troubleshooting (Back Office Computers, Point of Sale registers and peripherals, mobile devices, mobile peripherals, digital signage)
• Store Opening / Closing Procedures