Technology Operations Analyst, Retail Operations & Support

Ralph Lauren
Hong Kong, Hong Kong
Closing date
6 Jan 2024

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Job Details

Company Description
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands. At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.

Position Overview

* Provide day-to-day L2 & L3 system support of Retail stores related technologies including but not limited to Point of Sale, CRM Solution, In-Store Inventory Management, Store-to-Store Transfers, Store Mobile Apps, Traffic Counters, Store Infrastructure for APAC countries
* Manage Helpdesk teams, infrastructure teams and vendors to resolve issues reported by the APAC business
* Work with APAC/EMEA/US IT teams to resolve end-to-end issues reported by APAC business
* Collaborate with business users to understand retail business need and improve support service
* Manage external hardware vendors to complete store hardware purchases and replacements

Essential Duties & Responsibilities

* Manage Retail support cases in IT service ticket system
* Provide support on integration between Retail store systems and other corporate systems
* Resolve and support missing sales integration to the ERP
* Cooperate with Global IT to adopt and streamline global retail processes
* Train Helpdesk teams and offshore consultants on Retail store systems support
* Preparation and maintenance of system installation and support documentation
* Execute problem management by working with vendors and Retail project team to resolve recurring issues
* Identify options for potential process improvements, solutions and new technologies, & assessing them for both technical & business suitability.
* Conduct testing of potential/developed solutions and new technologies
* Support fiscal Month-End and Year-End processes

Experience, Skills & Knowledge
* 3 to 4 years' experience of business analysis & systems support in Retail store systems
* Hands-on in store technology experience with PC's, LAN, Servers, Network, POS, traffic solution, fitting room applications, inventory solutions, CRM solutions, hand held devices, etc.
* Working foundation and knowledge of networking infrastructure, TCP/IP, Firewalls, Active Directory and Windows in an enterprise environment, MDM platform (I.e. Air Watch/Workspace One, InTune, etc.)
* Hands-on experience in Oracle Xstore point-of-sale and Relate/Customer Engagement would be an advantage
* Membership of relevant IT professional institution
* Recognized qualification in IT Skills
* Operate with organizations spread over various countries
* Work as part of a large team and share information using technology effectively
* Self-motivated person with good analytical and problem-solving skills
* Ability to work well in a team and in a multinational organization
* Excellent communication skills and ability to build rapport with IT and business users
* Ability to multi-task, quick to adapt to new processes and has a flexible working attitude
* Strong communicator verbally and in writing in Japanese is an advantage. Business level proficiency in English is mandatory


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