IT Commerce Team Service Analyst - Internal

As a valued London Drugs family member, the opportunities for career growth are unlimited! Here is a great chance for you to grow your skills and experience.

Our IT Department located at our head office in Richmond, BC currently has an opportunity for:
IT Service Analyst - Commerce 

We are seeking innovative, customer‑focused team members who are passionate about technology and enjoy solving complex problems in a fast‑paced retail environment.

Why This Role Matters

Our Commerce Systems team plays a critical role in ensuring the stability, performance, and integrity of our point‑of‑sale (POS) and eCommerce systems across the London Drugs retail network. In this role, you will support, maintain, and configure commerce platforms that enable our stores to operate effectively 24/7/365.

You’ll work closely with IT, store operations, vendors, and cross‑functional partners to troubleshoot issues, coordinate system updates, and support new store openings, renovations, and system enhancements. This role is ideal for someone looking to deepen their technical expertise while gaining broad exposure to retail technology at an enterprise level.

What You’ll Do

Commerce Systems & POS Support

• Support, maintain, and configure enterprise commerce systems, including in‑store POS and eCommerce platforms
• Troubleshoot and resolve complex POS‑related issues to ensure transaction integrity and system availability
• Coordinate with internal teams and vendors to resolve hardware and software incidents
• Support data flows to and from Commerce systems and ensure system integrations function as intended

System Maintenance & Implementation

• Coordinate system updates, patches, and deployments for commerce platforms
• Participate in store setups, renovations, and new concept implementations, including evening, weekend, and overnight work as required
• Perform functional testing of hardware and software prior to implementation to ensure smooth deployment
• Participate in research, development, lab testing, and field implementation of new systems and concepts

Documentation, Security & Standards

• Maintain documentation for POS configurations, troubleshooting procedures, and change control processes
• Log incidents, resolutions, and system changes, and communicate outcomes to appropriate stakeholders
• Understand and follow change control processes and security standards
• Support compliance with PCI, privacy legislation, corporate security policies, and data protection standards

Collaboration & Continuous Improvement

• Provide technical support to IT teams and store operations partners
• Maintain positive working relationships with vendors and service providers
• Stay current with tools, procedures, and emerging technologies relevant to commerce systems

What You Bring

Skills & Abilities

• Strong knowledge of POS systems and store applications (e.g., D365 Commerce and F&O, self‑checkout, payment processing, supply chain, reporting)
• Understanding of retail workflows, transaction processing, and back‑office integrations
• Knowledge of store hardware including POS terminals, self‑checkouts, receipt printers, scanners, and payment devices
• Familiarity with Windows operating systems and basic networking concepts
• Understanding of database fundamentals, SQL Server, and system security concepts
• Strong problem‑solving, communication, and collaboration skills
• Comfortable working in a fast‑paced retail environment that includes off‑hours and on‑call support
• Willingness and ability to travel as required (up to two weeks)

Attitude & Characteristics

• Caring, honest, and customer‑focused
• Enthusiastic, proactive, and self‑motivated
• Willingness to learn, grow, and take on new challenges
• Demonstrates the London Drugs Brand Framework by consistently going above and beyond

Education & Experience

• Post‑secondary education from a College, University, or Technical School in Information Technology (preferred)
• Hands‑on experience with enterprise POS or commerce systems; Microsoft Dynamics 365 Commerce experience is an asset
• Familiarity with Microsoft technologies such as Azure, SQL Server, Power Platform, DevOps, SharePoint, Office, PowerShell, and command‑line tools
• Training or exposure to project management or Agile methodologies is an asset

How t