Senior Retail Support Specialist
Estee Lauder Companies
Hong Kong SAR, China

Position Summary :

Responsible for providing the retail IT solutions and recommendations to the end customers. He / She is expected to diagnose, analyze, validate and communicate requirements and findings with solutions to the technical working team and stakeholders.

This position will be based at the Hong Kong office and will report to Tech Lead and function as the Lead managing the Retail Support Team in Hong Kong & Macau Affiliates.

He will become one of the key members of the Affiliate IT organization.

Roles & Responsibilities :

Is primarily responsible for leading the HK & Macau Retail Support Team and overseeing the affiliate day-to-day Retail operation support

Serves as an active contributor and participates in the Regional Retail Support Team whom collectively ensure the smooth delivery of point of sales and retail related IT support services to the various brands teams

Serves as the Level 1 / Level 2 escalation point of support to troubleshoot the technical problems at hand and provide timely resolution to the issue in accordance with the set of Service Level Agreement (SLA) of Support Model

Facilitate a regular reporting of Support KPIs that enables management decision on taking on-going business stability improvement changes

Responsible for liaising with and managing Vendor Support Desk to escalate issues that remain outstanding and require immediate remedy

Works as a key liaison among stakeholders in order to elicit, analyze, communicate and validate requirements for changes / projects on retail service.

Manage and develop some development work, specifically for the interfaces between systems / applications occasionally

Understands the data flow from retail systems to the back-end systems and proactively manage the interfaces. And, provides workable solutions / recommendations / alternatives to working team with all parties

Accountable to ensure all levels of service provided, through outsourced or internal service desks, is within or better than the agreed service level agreement

Facilities transitioning of the Corporate Retail Application strategy. Participates and assists users in testing and implementations

Documents the key changes on the retail solutions (systems and process) and alignment with business stakeholders

Skills & Requirements :

Undergraduate Or Graduate Degree In Business, Information Systems, Or Equivalent Discipline with minimum of 5 years IT work experience in team management & administering application service support in a Retail IT or Telco business, including user / vendor support and in Desktop with multi peripheral interfaces

Proven experience with retail vendor management and be able to ensure the agreed service levels are properly met by outsourced vendors

Experienced in business requirement analysis with demonstrated success in accurately capturing business requirement into change requests of Retail Systems

An excellent team player. Be able to work effectively, build trust and collaborative work relationships with stakeholders in a matrix and complex organization

Detailed-oriented. Strong experience in documenting and monitoring the key issue summary, changes requests and business requirement agreements or related essential documents

Strong sense of urgency with good technical judgment. Be able to diagnose and make quick recommendation for problem-resolved or escalate to the proper working parties for follow-up

Solid work knowledge in retail applications and support in a production environment covering both Store System and Back Office

Strong analytical mindset be able to spot potential root cause of Retail Operational issues from issue log data bases

Proactive anticipate issues or improvement areas before problems arises. Take ownership to recommend action plans

A strong learning desire. Be able to embrace and initiate change, take courage to learn and equip with new competencies, capture new application insights, reflect and give recommendations

A strong learning desire. Be able to embrace and initiate change, take courage to learn and equip with new retail technology competencies / insights, reflect and give recommendations.

Can equally learn from successes and failures through on-the-job experience, different sources or from the markets

Be able to proactively seek ways to improve personal, work or organizational effectiveness to meet current and future retail / business needs

Ad-hoc projects assigned by manager

Excellent communication skills in English, Cantonese and Mandarin

Job : Information Technology

Primary Location : Asia Pacific-CN-Hong Kong, SAR of China

Job Number : 1916588

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