POS & Stores Technology Support Analyst

The Role

David Jones exists to inspire like no other and as we continue to deliver on our ambitious transformation agenda in line with our Vision 2025+ strategy, we are committed to creating inspired careers so our people can Thrive.

We are looking for a POS & Store Technology Support Analyst to join our Technology function, supporting the POS, EFTPOS, food systems and wider store applications across the David Jones retail network. In this hands-on role, you will play a critical part in ensuring smooth day-to-day operations and delivering service like no other — keeping our store technology services stable, reliable and optimised to support an exceptional customer experience.

You’ll develop deep knowledge of our POS ecosystem, partner closely with the Help Desk, vendors and internal technology teams, and drive continuous improvement initiatives to resolve recurring issues and uplift system performance.

What YOUR DAY LOOKS LIKE

• Perform daily health checks across POS and store application services, monitoring incident queues and taking action to resolve issues.

• Serve as the key point of contact for POS-related issues, diagnosing and resolving complex incidents in line with service level agreements (SLAs).

• Act as a Subject Matter Expert (SME) for POS hardware and applications, supporting the full lifecycle from requirements and testing to troubleshooting and deployment.

• Maintain and modify scripts to administer POS systems, install updates and improve performance of key services.

• Provide Level 2 support and technical guidance to the IT Help Desk including user maintenance requests and escalations.

• Coordinate with external vendors and third-party service providers to ensure timely resolution of software and hardware faults.

• Create and maintain high-quality documentation including support procedures, troubleshooting guides and technical knowledge articles.

• Support periodic reconciliation of the POS/EFTPOS hardware estate, ensuring assets are tracked, compliant with agreed versions and billing is accurate.

• Partner cross-functionally with store operations, sales and customer service teams to ensure seamless integration and service continuity across store applications.

• Identify recurring systemic issues and implement process improvements to strengthen reliability, incident prevention and customer outcomes.

• Understand the upstream and downstream data sources and data flows that used and produced by the POS and EFTPOS, to support efficient problem analysis and issue resolution.

What YOU’LL NEED TO THRIVE

• Experience in a technical support role (ideally retail), with proven capability supporting POS systems and store applications.

• Strong analytical and troubleshooting skills with the ability to resolve complex, interconnected issues across software, hardware and networks.

• Clear communication skills — able to explain technical concepts to non-technical stakeholders confidently and effectively.

• A customer-centric mindset and commitment to delivering exceptional service and outcomes.

• Comfortable working in a fast-paced, operational environment where priorities shift and time-to-resolution matters.

Technical skills & experience (highly regarded):

• POS architecture exposure (retail industry experience strongly preferred)

• Windows environments and SQL Server databases

• LAN/WAN networking fundamentals and telecommunications knowledge

• Experience with ticketing systems and incident workflows

• Scripting / programming capabilities (Shell scripting, SQL/DB2 scripting, PERL, Batch, Java)

• XML understanding and troubleshooting capability

• Knowledge of messaging systems (IBM MQ Series, JMS, Oracle AQ, Oracle Messaging Gateway)

• Experience with Category Management tools (e.g., JDA suite) desirable

Why WORK FOR US?

• Unique opportunity to support critical retail operations for an iconic Australian brand

• Hybrid working arrangements in-office and from home that support work/life balance

• Competitive remuneration package

• Generous employee discounts across David Jones and access to partner benefits

• An additional day of leave for your birthday along with time to support charitable work

• Opportunities to support community partnerships across our Corporate Social Responsibility program

• Be part of a company committed to sustainable practices, driving change in the retail landscape

• Ongoing training and development to grow your technical capability and build your career at David Jones

About Us

Since 1838, David Jones’ limitless quest for innovation and progress established the brand as Australia’s original influencer in fashion and lifestyle. Having revolutionised the way Australians shop, David Jones’ creation of a social centre inspired and created lasting memories for past, present and future generations. Today, our vision to inspire Like No Other drives us to continue this legacy in our ambitious purpose to be the destination that inspires, with experiences and services Like No Other.

Our Thriving cultural pillars inspire our people to deliver on our vision and purpose. We are Customer Obsessed; curious to understand and dedicated to delighting them with seamless solutions as one team. We care for our people, customers, partners and community by creating Inclusive environments through belonging and respect. We Empower with implied trust to act with integrity, value our unique skills and be accountable for our decisions. We constantly seek Innovative ways of improving, changing and exploring ways that we can inspire.