Business Analyst - Remote

About The Company

GAP Inc. is a globally recognized leader in the retail industry, renowned for its commitment to innovation, quality, and customer satisfaction. As part of its ongoing digital transformation, GAP Inc. is dedicated to enhancing its Stores Network to support the Store of the Future. This initiative focuses on delivering seamless, always-on connectivity, modern point-of-sale (POS) systems, store Wi-Fi, Internet of Things (IoT) devices, and cloud-enabled retail applications at a global scale. The company's mission is to maintain smooth store operations while introducing new technologies that improve efficiency, empower store teams, and elevate the overall customer experience. With a strong emphasis on diversity, inclusion, and continuous improvement, GAP Inc. strives to be an employer of choice and a pioneer in retail innovation.

About The Role

The Business Analyst - Stores Network (Lead Deployment Support Analyst) is a pivotal leadership position responsible for overseeing the deployment and support of store network technologies. This role involves managing store network deployment activities, guiding technical teams, and ensuring the successful implementation of store technology upgrades with minimal disruption to operations. The Lead Deployment Support Analyst serves as a key liaison between business stakeholders, technical teams, vendors, and store management, translating business requirements into technical deployment plans. This position also provides escalation support during critical incidents affecting store POS, Wi-Fi, IoT devices, and other retail applications. The role emphasizes process improvement, stakeholder communication, and team development to ensure deployment standards are maintained and operational excellence is achieved across the retail network.

Qualifications

• 5+ years of experience in service desk, deployment, technical support, call center operations, business analysis, or IT project support
• Experience supporting retail store technology or distributed network environments
• Strong understanding of store network concepts including LAN, Wi-Fi, WAN, SD-WAN, LTE/5G
• Proven ability to troubleshoot and resolve technical and procedural issues independently at scale
• Excellent written and verbal communication skills, with the ability to tailor messaging for diverse audiences
• Leadership qualities such as accountability, initiative, sound judgment, and conflict resolution skills
• Experience supporting retail technology environments and customer-facing operations (preferred)
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerBI); familiarity with Smartsheet or similar project tracking tools (preferred)
• Highly dependable, adaptable, and capable of managing multiple priorities in a fast-paced environment
• Growth mindset with a focus on operational improvements
• Preferred: Experience supporting large retail enterprises with extensive store networks
• Preferred: Familiarity with Cisco Meraki, Cisco, or similar enterprise networking platforms
• Preferred: Knowledge of Store of the Future technologies, POS systems, IoT devices, and digital retail platforms
• Preferred: Understanding of ITIL, Agile, or project management frameworks
• Preferred: Experience working with field services providers and global vendors

Responsibilities

• Lead and coordinate store network deployment activities, including store remodels, refreshes, and technology upgrades
• Guide store managers, technicians, and vendor partners through installation, validation, and sign-off processes
• Monitor project milestones, proactively identify risks, and escalate concerns as needed to ensure timely completion
• Gather and document business and technical requirements for store network initiatives
• Translate business needs into clear deployment requirements for engineering and operations teams
• Serve as the primary point of contact for business partners such as network teams, store operations, vendors, and field support
• Provide regular status updates, dashboards, and executive summaries to leadership
• Support escalation during store network incidents impacting POS, Wi-Fi, IoT devices, and critical retail applications
• Coordinate incident resolution efforts with Network Operations, Engineering, Service Desk, and vendors
• Support incident communication, root cause analysis, and post-incident reviews
• Assist with day-of-deployment activities, including vendor coordination and store team support
• Manage post-deployment issues through stabilization and transition to support teams
• Analyze deployment issues and trends to recommend process improvements and standardization
• Update documentation post-deployment, including as-built diagrams, inventories, and lessons learned
• Contribute to defining and improving deployment processes, change management, and readiness checklists
• Support standardization of deployment workflows across regions and store formats
• Help manage vendor SLAs, performance tracking, and continuous process improvement
• Communicate effectively with stakeholders, setting expectations and providing clear updates regarding project timelines and deliverables
• Mentor and coach junior analysts, fostering a collaborative and customer-focused team environment
• Participate in training programs, documentation updates, and knowledge-sharing initiatives to promote team growth and operational excellence

Benefits

• Merchandise discount of 50% at Old Navy, Gap, Banana Republic, and Athleta; 30% at Outlet stores
• Industry-leading paid time off plans
• Monthly volunteer hours to support charitable activities
• Extensive 401(k) plan with company matching contributions up to four percent
• Employee stock purchase plan
• Comprehensive medical, dental, vision, and life insurance coverage

Equal Opportunity

GAP Inc.