Business Analyst-Information Technology

Nature & Scope → Your Role at Roots We are hiring an IT Business Analyst. This role will report to the Senior Manager, Technical Education & Support. The successful candidate will play a critical role in maintaining and enhancing our retail software applications, ensuring smooth operations and providing excellent support to end-users. This position requires strong problem-solving skills, a customer-centric approach, and the ability to thrive in a fast-paced retail environment.   Key Responsibilities → How You’ll Make an Impact Application Support:  Provide day-to-day support for retail software applications, ensuring they run smoothly and efficiently.  Monitor application performance, troubleshoot issues, and implement solutions in a timely manner.  Collaborate with software vendors to resolve complex issues and implement system enhancements.  Maintain detailed documentation of application configurations, support procedures, and system changes.  Log, track, and manage incidents in a ticketing system, ensuring all incidents are resolved within agreed service levels.  Perform root cause analysis of recurring issues and recommend long-term solutions.      User Support:  Act as the primary point of contact for application-related queries from end-users, providing expert assistance and training.  Document user issues, track progress, and ensure timely resolution.  Develop and maintain user manuals, FAQs, and training materials to aid in user self-sufficiency.     Qualifications & Experience → The Skills You Bring Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.  Minimum of 3 years of experience in application support or a similar role, preferably in a retail environment.  Proven experience with retail software applications. Experience with Aptos, Momentis, EDI (Electronic Data Interchange), High Jump (Korber), Aptean and Oracle Xstore is an asset.  Strong understanding of retail business processes and IT infrastructure.  Familiarity with ticketing systems; Topdesk experience is an asset  Excellent problem-solving skills with a proactive approach to identifying and resolving issues.  Strong communication skills, with the ability to explain technical concepts to non-technical users.  Ability to work independently and as part of a team in a fast-paced environment.