AMS Technical Consultant

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