Tiffany & Co.
Miguel Hidalgo, Mexico
14 May 2022
25 Jun 2022
Full Time
Main Purpose

The primary responsibility of the Technical Services Lead Analyst is to provide project management and technical support of America's retail operations within the Central and South America. This includes budgeting, organizing, and delivering technology in support of new locations, renovations, and relocations.

The technology covered is broad therefore the candidate needs to have a solid technical background and must be able to quickly adapt to new environments and technologies through collaboration with engineering and development and project teams.

The lead analyst will also manage & engage outside business partners\vendors to ensure that all IT standards are being met & implemented. Relationship management is a key component to this role by building successful relationships and engaging the appropriate teams, business units, and internal & external IT partners.

The p­­osition will also be responsible for providing support service delivery which includes incident, problem, and change management to facilitate project and support initiatives.

Due to the nature of our responsibilities, travel and working outside of normal business hours and on weekends may be required.

Key Accountabilities

1.- Manage the delivery of Infrastructure technology including regional equipment upgrade programs related to but not limited to the delivery of:
  • Network infrastructure
  • Retail Servers and Appliances
  • Point of Sale systems
  • PC hardware\Printer
  • Telephone Systems
  • New Technologies and Applications

2.- Manage the procurement, staging & implementation, and Change process for all retail technology including new store sites, expansions, and relocations. This includes but is not limited to:
  • Requirements gathering, documentation and Communications
  • Tracking project schedules, managing budgets and invoices
  • Technology procurement, staging, and installation at the location
  • Release and Change Management
  • Vendor management and execution

3.- Coordinate with cross-functional departments on the planning and execution of project work and service delivery through the America's region. Through partnership with engineering and application teams, facilitate the delivery and execution of portfolio standards.

4.- Provide escalation support for the LATAM Market through the oversight of open incident and problem tickets. This includes but is not limited to either resolving the open issue themselves or escalating and coordinating with appropriate IT teams and vendors.

5.- Create & maintain documentation repository with IT standards for implementation and usage across the Information Technology Department in the form of ServiceNow Knowledge Articles and SOPs.

  • 5-7+ years experience in project and/or IT support & services function including project activities
  • Strong project management and planning skills
  • Ability to build and maintain business partnerships
  • Ability to approach technical challenges from a business perspective
  • Ability to perform basic financial analysis
  • Strong analytical and problem solving skills
  • Highly self-motiviated and able to work with little day to day supervision
  • Strong interpersonal, written and oral communication skills, with focus on attention to detail
  • Spoken and Written English fluency
  • Experience with Cisco/Meraki Switching, Routing, Wireless
  • Circuit installation (Internet/DIA/Broadband)
  • IP addressing (Subnetting and assignment)

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