IT Analyst

Carter’s, Inc. is the largest branded marketer in North America of apparel exclusively for babies and young children. The Company owns the Carter’s and OshKosh B’gosh brands, two of the most recognized brands in the marketplace. These brands are sold in leading department stores, national chains, and specialty retailers domestically and internationally. They are also sold through more than 1,000 Company-operated stores in the United States, Canada, and Mexico and online at www.carters.com, www.oshkosh.com, www.cartersoshkosh.ca, and www.carters.com.mx. The Company’s Child of Mine brand is available at Walmart, its Just One You brand is available at Target, and its Simple Joys brand is available on Amazon. The Company also owns Skip Hop, a global lifestyle brand for families with young children. Carter’s is headquartered in Atlanta, Georgia. Additional information may be found at www.carters.com.

Baby Clothing, Kids Clothes, Toddler Clothes | Carter's

Shop for baby clothing, baby necessities and essentials at Carters.com,  the most trusted name in baby, kids, and toddler clothing. Shop our selection of cute baby & kids clothing.

How You'll Make an Impact:

As an IT Analyst for the Retail IT Operations Center, you will be responsible for delivering advanced-level support and monitoring of Retail IT initiatives. You will be required to support users in our stores as well providing guidance and escalation support to the Level 1 agent team to ensure issues are resolved accurately and in a timely manner.

This role typically reports to the Retail Operations Center Supervisor and is based in a remote work environment.

In This Role, you Will:

• Operate as a primary owner to coordinate with the App Development team on bug identification for all in-house applications

• Utilize advanced knowledge of Retail IT applications and architecture to grow team support levels through development of technical documentation and training

• Administer in-house application deployments for version control and system upgrades through MDM toolset

• Administer software deployments via vendor portal for pin pad terminals (Verifone)

• Analyze log data across all Retail IT systems to gain an understanding of underlying or problematic conditions requiring resolution

• Review existing IT systems and internal processes; collect and analyze data to identify areas for improvement within Retail IT infrastructure

• Generate insights and assist in the development of the Retail IT Operations Center strategic roadmap

• Drive continuous improvement of store associate-facing Retail IT programs and point-of-sale (POS) systems

• Develop and communicate with stakeholders to understand business and/or IT requirements

• Provide ongoing and ad-hoc analytical support to the Retail IT Senior Leadership Team

• Responsible for strategic and analytical support of Retail IT Operations Center initiatives, including store and associate experience, along with 2nd-level technical support of all in-store technology

• Provide second-level technical support for:

  • POS software and hardware issues

  • Retail Laptops (Windows 7; Windows 10)

  • Mobile devices (Android; iOS)

  • Telecom and network issues

  • In-house and external applications

  • RFID software and hardware

• Resolve customer complaints and problems to the satisfaction of the user

• Maintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workload

• Use technology tools as directed and within established guidelines

• Maintain confidentiality of the organization’s user data

• Participate in individual and team trainings and meetings to ensure knowledge is up-to-date

• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem

• Observant in identification of trends and reporting unusual circumstances in the field to management

• Remote user and device administration (LANDESK; SOTI Mobicontrol)

• Communicate coaching and development needs to Supervisor

• Proactively coach agents to seek resolutions to issues through training/using their empowerment

• Complete necessary documentations to manage complaints, uses and subsequent solutions

• Schedule, assign, or act on any required follow-up in accordance with guidelines

We’d Love to hear from you if you have:

• Previous Help Desk experience - minimum 3 years

• Demonstrate strong technical problem solving and troubleshooting skills

• Working knowledge of computer hardware and components

• Must have the ability to abide by all of Carter’s policies and procedures, and Standard Operating Procedures set by the company

• Working knowledge of Windows XP, Windows 7, Windows 10, WEPOS, and Mobile OS types

• Knowledge of Splunk and/or AppDynamics preferred

• Microsoft, A+ or Cisco Certifications are a plus

• Influencing and development skills to teach Level 1 agents through example

• High school diploma or a GED required

• Adhere to on-call schedule rotation for escalation support and/or after hour needs

• Ability to handle repetitiveness of contacts from internal and external customers

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, long periods working at a computer

• Contact Center environment with moderate noise level due to agents talking, computer, printers and floor activities

• Holiday work schedule as defined by Management and business needs/volume

• Comply with blackout periods as determined by Management

• There will be shift work involved

OUR Team Members:

• Lead Courageously: Have a strong sense of personal values that align with our Company values

• Collaborates Broadly: Build cooperation, trust, and thrive in a consensus driven environment

• Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients

• Drive Growth: Set aggressive goals and implement plans precisely

• Cultivates Innovation:  Respectfully challenge the "we’ve always done it this way" mentality and explore new ways to achieve desired outcomes

Make a career at Carter’s:

• Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.

Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.