Store Systems Specialist

Support Center - Irving
The Store Support Specialist provides project support for all hardware deployments for Michaels Stores. This role is responsible for smooth delivery of IT system installs at all New & Relocated stores and all remodel stores. This position serves as third level support for escalated issues from the application development team, application support team, and supplier service desk to resolve issues with POS, registers, ISP and all other in store IT solutions requiring deep technical expertise. In addition, this position partners with Store Systems Development teams for the evaluation, selection and deployment of technology upgrades and enhancements for Michaels stores.
Major Activities

• Partners with the construction team for the deployment of new stores, remodels, and relocations. Creates project schedule for all new builds, creates support documents, project checklist, sends out project communication and supports the warehouse team with integration of the new store hardware.
• Provides second level support for all store hardware upgrades and enhancements. Additionally, provides technical guidance, development and counsel to third party providers including TCS, Infosys, Tolt, ISS and CommWorks.
• Partners with the Store Systems development team to identify enhancements and modifications that are needed for supporting the store infrastructure. Participates in the evaluation and selection of new technology for stores including, but not limited to POS, RF Guns, Printers, Scanners, PC's, etc.
• Oversees New Store Grand Openings, remodels and other hardware deployments. Occasional travel to high visibility installations is required to ensure smooth on time delivery.
• Provides ongoing process improvement for all hardware deployments. Annually review and update the new store opening process. Reviews the hardware for new stores and updates accordingly.

Solution Design:

• Independently partners with the business to assess and understand business requests.
• Assists business with gathering, clarifying, translating and defining business requirements into specific system requirements.
• Investigates options to meet requirements.
• Gains understanding of the systems utilizing, conducts research and fact finding to solve business problems and meet the business needs.
• Participates in architectural reviews.
• Documents and recommends functional solutions where applicable.
• Documents and recommends business process changes where applicable.
• Creates conceptual and functional designs for solutions.
• Prepares and delivers functional designs to the project development teams.
• Participates in design review session.

Planning & Analysis:

• Works with the business to assess and understand business requests.
• Assists business owners in identifying, clarifying, and documenting the objectives and benefits of any project or enhancement request.
• Partners with business owners to determine ROI on project/enhancement requests.
• Analyzes, translates, and documents business/user requirements.
• Prepares and delivers user requirements for project development teams.
• Analyzes current business processes and provides suggestions for improvements of system efficiencies.
• Analyze existing Michaels sourcing solutions and identify opportunities to leverage partner capabilities.
• Ability to lead the analysis and implementation of Product Life Cycle Management capabilities.
• Assist with the optimization and improvement of merchandising batch process.

Testing & User Acceptance:

• Assists in the preparation of testing strategies, test plans and test cases.
• Leads user acceptance phase of projects.
• Compiles testing results.
• Compiles and tracks issues.
• Communicates defects discovered in UAT to the project team.
• Provides general support for the business during user acceptance testing.

Solution Deployment/Support:

• Assists in change management activities to deliver business solutions.
• Provides functional support for the business during implementation and post-implementation phases of a project.
• Assists in the project close and transition of the project to the support team.
• Provides "level 3" support for applications in his/her area of responsibility.

General Responsibilities:

• Maintains effective communication with management and project teams.
• Liaison between the business community, the architecture and the project development teams.
• Facilitates communications between the technology teams and the business.
• Adheres to department SDLC process and project framework.
• Supports and adheres to defined architectural standards.
• Other duties as assigned

Minimum Education

• High School Diploma or GED

Minimum Special Certifications or technical skills

• In depth understanding of retail POS systems and associated peripherals
• Windows Operating Systems
• Proficiency in Microsoft Office (Outlook, Excel, Word and PowerPoint), Windows 10 and Windows 7

Minimum Type of experience the job requires

• 5 years' experience in Information Systems

Other

• Must be open/able to work all shifts, including evenings, weekends and some holidays
• Leadership skills required to guide and assist other team members to ensure quality and timeliness of delivery of Deployment task
• Strong technical background and logical analytical skills
• Exceptional customer service, listening, problem solving and interpersonal skills

Preferred Education

• BA/BS a plus
• Computer Science, Business or related field of study

Preferred Special Certifications or technical skills

• IBM 4690 POS preferred

Preferred Type of experience the job requires

• 1 year of Senior level experience in similar role preferred
• 5 years' experience in Information Systems, in a retail environment preferred

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
To review a comprehensive list of benefits, please visit Michaels Benefits (MIKBenefits.com)
CO, CT, WA and RI only - To review pay ranges for the position you are applying for, please visit Michaels Pay Ranges - CO, CT, WA and RI. (MIKBenefits.com)
For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.
Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.
Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).
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