The CEGID POS AMS Consultant is responsible high-quality application support and functional expertise for retail and Point-of-Sale (POS) systems. The role ensures stability, performance, and continuous improvement of business-critical applications supporting luxury retail operations. This position requires a hybrid support-consultant profile, combining strong technical troubleshooting capabilities, retail business understanding, and a high level of ownership to ensure seamless and reliable POS operations.
Key Responsibilities
- Provide functional and technical support for POS and retail applications, including incident resolution, service requests, and system monitoring
- Perform in-depth analysis, issue diagnosis, and root cause identification to ensure effective and sustainable resolution of incidents
- Manage tickets using ITSM tools (e.g., ServiceNow), ensuring full compliance with SLA commitments and proper escalation processes
- Collaborate with cross-functional teams (L1, L2, L3, and business stakeholders) to ensure service continuity and operational excellence
- Support system enhancements, deployments, and functional evolution initiatives, including testing and validation activities
- Maintain and update knowledge base documentation, SOPs, and incident reports to strengthen team efficiency and knowledge sharing
- Identify recurring issues, contribute to problem management, and propose preventive and improvement actions
Key Skills & Competencies
Core Technical Skills
Good to Have:
- Knowledge of retail and POS operations (sales, returns, inventory, stock flows).
- Familiarity with CEGID or similar POS systems, with both functional and technical understanding.
Required:
- Expertise in incident troubleshooting: root cause analysis, issue diagnosis, and problem-solving.
- Basic to intermediate SQL skills for data validation, debugging, and system analysis.
- Experience with ITSM tools (e.g., ServiceNow, JIRA, Confluence), including ticket lifecycle management and SLA adherence.
Consulting & Soft Skills
- Strong analytical thinking with a structured approach to complex problem-solving
- Clear and concise communication with both technical and business stakeholders
- End-to-end ownership mindset, ensuring full resolution beyond ticket handling
- Ability to translate technical issues into business impact
- High adaptability in fast-paced and dynamic retail environments
Retail Excellence Mindset – Customer Oriented
- Strong customer-centric approach, ensuring seamless in-store experience and minimal business disruption
- High attention to detail and commitment to quality, especially during peak retail periods
- Strong responsiveness and reliability in operational support
- Proactive and solution-oriented mindset to anticipate risks and prevent issues
Qualifications
Good to Have:
- At least 2-years experience in POS or Retail Systems
Required:
- Bachelor's degree inIT / Engineering / Computer Science or any IT related courses with relevant experience
At least 2-years experience in:
- Application Support / AMS
- Strong technical supportbackground
- Exposure in ITSM tools (e.g.SNOW, JIRA,Confluenceor any similar Ticket Management System)
- Experience working/supporting offshore clients
