Retail IT Analyst

GSPANN is hiring a Retail IT Analyst to support and optimize retail merchandising and ERP systems. The role focuses on managing production support, resolving incidents, and ensuring seamless retail operations through data-driven insights and system improvements.

• Provide dedicated support for retail merchandising and ERP systems, ensuring timely resolution of incidents and service requests to maintain business continuity.
• Own Level 1 and Level 2 (L1–L2) ticket queues from Direct-to-Consumer (DTC) channels, ensuring full accountability for Service Level Agreement (SLA) compliance, maintaining transparent stakeholder communication, and performing structured root cause analysis (RCA) to prevent recurring issues.
• Support core retail operations, including item master updates, purchase order processing, pricing management, promotions, Advanced Shipping Notices (ASN), inventory adjustments, and returns processing.
• Manage store-specific configurations and user access management across the retail application ecosystem.
• Utilize SQL to validate end-to-end master and transactional data, and analyze system logs to diagnose integration failures involving JavaScript Object Notation (JSON), Extensible Markup Language (XML), Electronic Data Interchange (EDI), and flat file formats.
• Analyze support data regularly to identify trends and systemic bottlenecks, and shift from reactive issue resolution to a proactive, preventative support model by recommending process and system improvements.
• Design and deliver customized reports for technical teams and business stakeholders, highlighting system health, ticket trends, and operational impact.
• Collaborate closely with business units, external vendors, and internal IT teams to align support activities with organizational objectives.

• Bring at least 5 years of hands-on Level 2 (L2) production support experience within retail merchandising or ERP environments.
• Demonstrate experience with retail ERP platforms such as Aptos or similar systems, along with strong proficiency in SQL for data extraction and validation.
• Analyze complex datasets effectively and translate insights into actionable recommendations and professional reports.
• Apply a strong understanding of retail operational workflows and integration points between physical store systems and digital platforms.
• Exhibit a proactive problem-solving approach and communicate technical concepts clearly to non-technical stakeholders.