POS Technical Support Analyst

Retail POS Production Support / Systems Engineer

Location: Hybrid – Candidates near Mooresville, NC preferred

Work Arrangement: Hybrid; candidates must be willing to work onsite in Salisbury or Mooresville, NC a few times per week as needed

Job Type: 6-month contract with chance to extend

• Position Summary
• We are seeking a POS Analyst for 6-month contract with potential to extend. The POS Analyst serves as the technical subject matter expert (SME) for assigned systems, services, and applications supporting key business functions. This role is responsible for leading solution delivery activities for small to mid-sized IT initiatives, partnering closely with business stakeholders and technical teams to deliver value-driven technology solutions.
• In addition to implementing new solutions, the POS Analyst provides advanced production support, manages software and hardware deployments, ensures operational stability of critical applications, supports supplier relationships, and drives continuous improvement initiatives. The individual will play a key role in supporting and enhancing Point-of-Sale (POS) hardware and software environments, specifically NCR StoreLine, within a 24/7/365 retail environment.

Key Responsibilities:

• Solution Delivery & Project Leadership
• Serve as the technical SME for multiple assigned systems, services, and applications within a designated functional area.
• Lead and support small to mid-sized IT initiatives from requirements gathering through deployment and production support.
• Translate business needs into Agile user stories or Waterfall business requirements.
• Partner with Solution Engineers to develop technical specifications that align with business objectives.
• Collaborate with business stakeholders and Quality Assurance teams to develop test plans, test cases, and validation matrices.
• Execute System Integration Testing (SIT), document test results, track defects, and coordinate retesting efforts.
• Partner with engineers to resolve defects and refine technical solutions.
• Create and maintain Run Books and production support documentation.
• Participate in solution implementation activities and post-production hypercare support.
• Deployment Management
• Manage software and hardware deployments from planning through completion.
• Coordinate deployment schedules, deployment processes, and deployment validation activities.
• Build and maintain deployment packages supporting application and hardware updates.
• Lead deployment execution activities while coordinating with QA, Change Management, Infrastructure, and other IT partners.
• Independently manage multiple deployment efforts with minimal oversight.
• Production Support & Operations
• Provide second- and third-level application and systems support.
• Serve as the primary technical resolver and knowledge resource for supported services and applications.
• Ensure operational stability and performance of critical business services.
• Monitor application health, service availability, and support metrics.
• Lead root cause analysis efforts for complex issues and drive corrective actions.
• Coordinate with engineering teams, product teams, and vendors to resolve incidents and prevent recurring issues.
• Support operational needs in a 24/7/365 grocery retail environment, including occasional off-hours, weekends, and holiday support when necessary.
• Continuous Improvement & System Enhancement
• Drive proactive service improvements through monitoring, reporting, and process optimization.
• Recommend and implement operational improvements to improve stability, performance, and supportability.
• Partner with Engineers, Developers, Product Teams, and Suppliers to identify integration opportunities and design enhancements.
• Support routine configuration changes and operational improvements following established standards.
• Manage application updates, patch management activities, and ongoing maintenance efforts.
• Vendor & Stakeholder Management
• Manage support relationships with software vendors and external suppliers.
• Hold suppliers accountable for service delivery expectations and support performance.
• Work closely with Retail Operations, POS teams, Payments teams, Hardware teams, Infrastructure teams, QA, Change Management, and Product teams.
• Mentor and coach junior analysts and team members as needed.

• Required Technical Skills
• Batch Scripting
• Windows Operating Systems
• IT Troubleshooting and Production Support
• SQL
• Microsoft Excel
• Deployment Package Creation and Management
• Application & Hardware Deployment Processes
• Root Cause Analysis
• Incident Management
• Testing & Validation Activities
• Required Qualifications
• Bachelor's Degree in Computer Science, Information Systems, CIS, or related field; equivalent experience considered.
• 3+ years of relevant IT experience supporting enterprise applications, hardware, or technology solutions.
• 3-5 years of experience in production support, incident management, and application support environments.
• Experience working in advanced technical roles with leadership responsibility, either directly or indirectly.
• Experience onboarding, mentoring, or training team members.
• Ability to work independently on small-to-medium projects with minimal supervision.
• Strong analytical and troubleshooting capabilities.
• Experience analyzing complex problems involving multiple variables and systems.
• Ability to trace issues to their root cause, including issues that extend beyond application code.
• Strong decision-making skills within established processes and procedures.