IT Retail Systems Support Analyst

null, England, gb
Company: Australian Pharmaceutical Industries Limited
Category: Computer and Mathematical Occupations
Published on 2021-06-20 06:06:43

Australian Pharmaceutical Industries (API) is one of Australia’s leading health and beauty companies. API’s assets are across retailing, manufacturing and distribution with the majority of business in the pharmacy sector. The company’s assets include the Priceline/Priceline Pharmacy brand with more than 475 stores nationally; the Clearskincare beauty services clinics with more than 44 locations across Australia and New Zealand; a national pharmaceutical distribution network and pharmacy services business which includes the Soul Pattinson and Pharmacist Advice pharmacy brands; and a consumer products manufacturing, supply and sales business in New Zealand.

About the Role

We are currently looking for 2 IT Retail Systems Support Analysts to join the IT Team at our Camberwell Support Office. Reporting to the IT Retail Store Team Leader the successful incumbents will posseses a passion for delivering exceptional service in retail environments, providing deep technical leadership and expertise in the management of API’s retail system portfolio.

The scope of the Retail Systems portfolio at API includes Fred Office, Storeline, POS, EFTPOS, server hardware and custom applications (Store Hub, Click and Collect, Click and Deliver, S2C), and they cover the following high level business functions: Pharmacy Dispense; Retail; Loyalty; with a leading focus on Cyber Security (Cisco Meraki) and Software Automation.

This role includes the responsibilities for (but not limited to):

  • Actively champion the interests of Stores within IT and the broader API, ensuring appropriate focus and priority is given to customer-impacting issues
  • Proactively engage with Stores to understand current issues and challenges and to offer advice
  • Understanding and application of emerging IT technology solutions, retail industry trends, and progressive operations methodology
  • Work independently and within various team sizes and manage multiple task assignments
  • Develop best practices as it relates to applications, integrations, store hardware and the utilisation of digital and cloud technologies
  • Develop an end-to-end knowledge of API & Store systems to provide subject matter expertise across the store domain
  • Document support processes and provide training to level 1 resources and other IT team members
  • Continually look to transform technical functions and support processes to deliver more effective and efficient services
  • Maintain deep functional and technical knowledge of retail systems and associated business processes
  • Manage adherence to the IT change management process for any changes to the environment
  • Adhere to and identify improvements with the minor enhancement and release management processes for applications under management
  • Ensures delivery of exceptional Customer Service
  • Contribute to a positive culture and the “One Team” methodology with the Retail Support team
  • Developing solutions to automate support processes, including patch management, application deployments and self-heal capabilities
  • Work with IT Business Partners to assess the feasibility of proposed ideas and solutions from a technical perspective
  • Actively cultivates a pipeline of improvement initiatives and drives progress
  • About you

  • Undergraduate or Postgraduate qualification in Technology/Digital Disciplines
  • ITIL Foundations certification
  • Minimum of 5 years’ experience in an IT support role across a variety of different environments and industries
  • Ensure consistent communication and flow of information across channels within the project team, to senior executives and other stakeholders that is tailored to their needs
  • Minimum of 3 years’ experience in the retail or wholesale industry sectors, ideally with exposure to support stores in a franchise environment, with domain knowledge of the following: Cyber Security; Software Automation: Store infrastructure and applications; Pricing and Promotions; Purchase Orders and Invoicing; Stocktake and inventory control; Replenishment; Store openings and closures and Loyalty & Gift cards
  • Strong customer focus and service delivery experience
  • Excellent stakeholder management skills and ability to influence and negotiate at all levels to achieve effective outcomes
  • Demonstrated experience in working with third party vendors in delivering application support services, including monitoring and contractual deliverables and vendor performance evaluations
  • Strong technical proficiency including systems experience, troubleshooting and problem-solving skills, and issue management in a diverse application environment, with experience in the support of the following retail systems: Software Automation; Supporting Cisco Meraki devices; Point of Sale hardware and software; Microsoft applications; Pharmacy dispensing applications (a plus); Mobile POS; Customer loyalty schemes and EFT hardware and software
  • Demonstrable investigative and research skills and well developed conceptual and analytical skills
  • Comfortable working with a high level of autonomy
  • Ability to challenge organisational boundaries to ensure delivery of the services
  • Proficient knowledge of database, SQL

  • This is an excellent career opportunity to join a highly regarded and established Company with a great collaborative environment. API is also committed to supporting the Workplace Gender Equality Agency requirements. For more information about API please visit our website at

    API is dedicated to investing in its people for development and engagement throughout their career with us. If you see yourself working within a great team, providing our customers with exceptional service and would like a rewarding career contributing to our dynamic brand, then we want to hear from you! Please forward your resume and cover letter. Previous applicants need not apply.

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