Job Description Job Description
Established in 1962 by Co-Founder and then Chief Designer Marie Gray, St. John is the epitome of American Luxury. Starting with a single knit shift dress, Gray's initial vision expanded into a full lifestyle collection including signature knitwear and a timeless wardrobe of elegant and effortless dressing, each piece defined by luxe finishes, hand embellishment and attention to detail. Today St. John employs more than 1,500 people and is vertically integrated with workshops, stores and offices around the world. Its collections are sold in high-end specialty retailers in 19 countries, 37 company-owned stores and through the brand's e-commerce site
The Retail Support Analyst will collaborate with cross-functional teams to troubleshoot issues, analyze data, maintain cybersecurity and regulatory compliance, and implement system improvements.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Provide first- and second-tier support for retail hardware and software systems, including, but not limited to, POS, CRM, WMS, E-commerce platforms.
- Diagnose and resolve technical issues reported by retail and headquarter employees, escalating as needed.
- Monitor system performance and collaborate with IT teams to implement necessary fixes and updates.
- Generate reports and analyze data to identify trends, inefficiencies, and opportunities for system enhancements
- Collaborate with cross-functional teams to support system updates, migrations, and new feature implementations.
- Enacts, standardizes and documents operational processes, policies and service catalogs.
- Provide training and documentation for end users to improve efficiency and optimize system use.
- Provide guidance and support for retail, sales, finance teams to mine, cleanse, analyze data and generate customized reports through SQL queries, Crystal Reports, PowerBI, or scripting languages.
ADDITIONAL RESPONSIBILITIES - Demonstrates a high degree of professionalism in communication, attitude and teamwork with customers, peers, management and vendors.
- Demonstrates a high level of quality work, attendance and appearance.
- Manifests "can-do" attitude, great judgement, and prioritization skills in fast paced environments
- Adheres to all Company Policies & Procedures and Safety Regulations
- Adheres to local, state and federal laws.
- Additional responsibilities assigned by supervisor related to your position/department.
- Less than 10% travel may be required as necessary.
- Ability to work varied hours, nights, days and weekends to support the business needs.
- Thinks, plans and operates strategically and systematically, with an emphasis on productivity and efficiency
- "Automate" as much as possible.
REQUIRED QUALITICATIONS/EXPERIENCE - Education
- Bachelor's degree in business, Information Systems, Computer Science, or a related field, or equivalent experience.
- Technical Skills:
- Experience with retail IT systems, POS, ERP, CRM, WMS, E-commerce
- Proficient in creating, understanding and troubleshooting SQL queries for data analysis and reporting
- Familiarity with ticketing systems such as Jira, ServiceNow, Kace
- Familiarity with software development life cycles, CI-CD practices.
- Analytical Skills:
- Strong problem-solving abilities to diagnose and resolve system issues
- Ability to analyze data and generate reports
- Customer Service Skills:
- Excellent communication and interpersonal skills
- Experience providing technical support in a retail or customer-facing environment
- Project Management:
- Ability to manage multiple tasks and prioritize issues based on impact
- Experience collaborating with cross-functional teams to implement system improvements or solve technical problems
- Retail Knowledge:
- Understanding of retail operations, including inventory management, sales reporting, and customer service processes
DESIREABLE QUALIFICATIONS/EXPERIENCE - Experience in the retail industry or supporting retail operations.
- Knowledge of KWI, NetSuite, Shopify or similar retail systems.
- Software development experience, version control
OTHER COMPETENCIES/REQUIREMENTS - Independent judgment, strong organization skills, and customer service focus.
- Excellent oral and written communication skills, including the ability to effectively present technical topics to individuals and groups with potentially varied levels of technical sophistication.
- Honesty and integrity
PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.
- Ability to lift, move and carry up to 15 pounds
- Ability to read, count and write to accurately complete all documentation and reports
- Must be able to see, hear and speak in order to communicate with employees and other customers
- Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus
- Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms
WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
- The work space is clean, orderly, properly lighted and ventilated with the proper safety acknowledgment
- Noise levels are considered moderate