Triages, prioritizes, and resolves incidents affecting POS systems and supporting applications. The role analyzes root causes and business impact, manages incident queues against service-level targets, coordinates internal teams and third-party vendors, escalates issues, tracks recurring problems, maintains documentation and knowledge articles, and produces incident trend reporting to support long-term problem resolution.
About This Opportunity
CTI Staffing is partnering with a leading retail organization to find an Incident
Management Analyst to support their Point of Sale (POS) systems team, based in the
Salisbury, NC area (hybrid, onsite 3 days per week).
This role is the front line for keeping in-store technology running smoothly. You'll
triage and resolve incidents affecting POS and supporting applications, working closely
with internal teams and outside vendors to keep resolution times fast and disruption
low. It's a great fit for someone who's sharp under pressure, communicates clearly with
both technical and business stakeholders, and takes real ownership of problems instead
of just routing tickets.
What You'll Do
- Triage, prioritize, and assign incoming incident tickets related to POS and supporting applications
- Analyze reported issues to determine root cause, business impact, and the right resolution path
- Monitor incident queues, ensuring tickets are documented and resolved within service level targets
- Coordinate with internal support teams and business stakeholders to drive issues to resolution
- Manage third-party vendors through troubleshooting and resolution of POS-related incidents
- Escalate incidents appropriately, engaging the right teams and leadership when needed
- Track recurring issues and partner with support teams to drive long-term problem resolution
- Build and maintain incident management documentation, processes, and knowledge articles
- Analyze incident trends and produce reporting on volume, resolution performance, and recurring issues
Requirements
What You Bring
Must-Have:
- Hands-on experience supporting Point of Sale (POS) systems in a production environment
- Experience using ServiceNow for incident ticket management and tracking
- Experience using Jira for issue tracking and problem management
- Strong analytical and problem-solving skills, with the ability to assess complex issues and determine resolution paths
- Advanced Microsoft Excel skills, including data analysis, reporting, and trend identification
- Experience working directly with third-party vendors to manage issue resolution
- Strong verbal and written communication skills across technical and non-technical audiences
- Ability to manage multiple priorities in a fast-paced environment
Nice-to-Have:
- Experience in a retail technology environment
- Familiarity with incident and problem management best practices
- Knowledge of POS hardware, software, and peripheral devices
- Experience working within cross-functional IT support organizations
Technical Environment:
ServiceNow, Jira, Microsoft Excel, Point of Sale (POS) systems and supporting applications
What Success Looks Like:
- Incident queues are consistently managed within service level targets
- A reliable escalation and vendor-coordination rhythm is established
- Incident trend reporting begins actively informing problem-resolution priorities
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