Indigo Books & Music is hiring a Coordinator, Store Implementations & IT Support

The Coordinator, Store Implementations & Support is responsible for IT tasks that include: Store Changes, Closings and Net New builds, Store MACs, Store Cabling and Equipment Support and assisting senior team members when required. KEY DELIVERABLES Customer Satisfaction: Provide outstanding services and support to our customers to ensure a joyful experience every time. Measurement: 100% Incident tickets: All Cherwell tickets must be acknowledged and resolved within the set SLA. Measurement: 95% Support retail store IT initiatives within budget and schedule KEY ACCOUNTABILITIES Functional Responsible for IT tasks related to store renovations, store relocations, store closures, store MACs and other retail Initiatives/projects within budget and schedule: Procure all IT store equipment required Assist with store implementation documentation Coordinate IT steps as related to all store infrastructure movements Responsible for managing IT hardware staging and builds for Retail Projects performed by the team when required Assist team members with Retail/Construction projects when required Ensure timely and clear communication to IT and store management, technology teams, PM’s and participating vendors Track all asset movement in terms of technology infrastructure and provide to owner of asset management Arrange for cost-effective and timely disposal of de-commissioned store equipment in accordance with the company’s policies. Provide timely intermediate to advanced end-user hardware support for Stores Ensure all incidents are properly logged and resolved within Cherwell as per the predetermined OLA’s and SLA’s Manage IT vendors that are working on behalf of Indigo IT; this includes, but is not limited to Ensuring communicated timelines and schedules are being met Ensuring the vendor pricing adheres to approved rates, and Ensuring that the vendors are performing to Indigo’s expectations and standards Support the execution of projects on as needed basis Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes Proactively identify and anticipate customer expectations and needs Embrace and seek out technology that creates high tech and high touch solutions for Indigo’s customers Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them People Collaborate with others to drive flexible and iterative solutions, quickly and easily Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself Help others see the impacts of their efforts and proactively engage other functions to get input Encourage others to freely share their point of view and be open to feedback Cultural Model Indigo’s beliefs and convey a positive image in everything you do Celebrate diversity of thought and have an open mindset Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes Embrace, champion and influence change through your team and/or the organization SCOPE Reports to: Manager, Store Provisioning and Home Office Support Manager once Removed (MOR): Director, Store and Home Office IT Support KEY RELATIONSHIPS Internal: HO users Retail Operations Construction Store Design Store Development IT Teams IT Service Support Centre Stores External: Key IT Vendors