Retail IT Analyst

Description 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. Role and Responsibilities 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. Skills and Experience 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.