Store Operations IT Specialist

The Store Operations IT Specialist is responsible for ensuring the reliable day-to-day operation of all technology supporting MUSINSA STANDARD stores in the Philippines.

The role serves as the first point of contact for store technology issues, with particular responsibility for Retail Pro and Retail Pro Prism, POS operations, payment systems, store connectivity, hardware and peripherals.

This is a hands-on operational role. The successful candidate must be comfortable troubleshooting issues directly in stores, supporting users, coordinating technology vendors and responding quickly to incidents that could affect store operations, customer experience or sales.

As MUSINSA STANDARD expands in the Philippines, the role will also support new store openings and help establish a standardized and scalable retail technology operating model across the store network.

Key Responsibilities

Retail Pro & Retail Pro Prism

• Provide day-to-day operational and technical support for Retail Pro and Retail Pro Prism.
• Develop strong system expertise and act as the internal first line of support before issues are escalated to external vendors.
• Troubleshoot issues relating to transactions, user access, pricing, promotions, discounts, returns, exchanges, receipts and inventory.
• Support system configuration and maintenance in coordination with the Head of IT and external implementation partners.
• Monitor recurring system issues and work with vendors to identify and resolve root causes.
• Support testing of upgrades, patches, configuration changes and new functionality before deployment into stores.
• Maintain appropriate system access and user permissions.
• Develop and maintain basic Retail Pro/Prism troubleshooting guides for store users.

2. POS & Store Technology Operations

• Ensure all POS systems and related technology are fully operational throughout store trading hours.
• Conduct or coordinate daily system readiness checks.
• Troubleshoot POS terminals, mobile POS devices and associated peripherals.
• Prioritize technology incidents according to their potential impact on sales and customer experience.
• Provide remote support where possible and onsite support when required.
• Maintain clear incident records and follow issues through to full resolution.
• Escalate critical and recurring issues to the Head of IT and relevant vendors.
• Establish contingency procedures that allow stores to continue trading wherever possible during technology disruptions.

3. Payment Systems

• Support payment terminals and their integration with store POS systems.
• Troubleshoot connectivity and transaction-related payment issues.
• Coordinate with banks, payment providers and technology vendors when required.
• Support the implementation and testing of new payment methods.
• Work with Finance to investigate technology-related transaction and reconciliation discrepancies.
• Ensure stores have clear contingency and escalation procedures when payment systems become unavailable.

4. Store IT Hardware & Devices

Take operational responsibility for store technology equipment including:

• POS terminals
• Mobile POS devices
• Payment terminals
• Receipt printers
• Barcode scanners
• Handheld inventory devices
• Label printers
• Store PCs and laptops
• Tablets
• Network and Wi-Fi equipment
• Other retail technology and peripherals

Responsibilities include maintaining an accurate asset register, coordinating repairs and replacements, and ensuring appropriate spare equipment is available for business-critical devices.

5. Network & Store Connectivity

• Support store internet, LAN and Wi-Fi connectivity.
• Troubleshoot network and connectivity issues.
• Coordinate with telecom providers and network vendors on outages and recurring problems.
• Monitor the reliability of store connectivity.
• Support appropriate backup connectivity solutions for business-critical operations.
• Ensure connectivity incidents affecting POS or payments receive immediate attention and escalation.

6. Systems Integration

Support the Head of IT and external vendors in maintaining reliable data flows across the retail technology ecosystem, particularly:

Retail Pro / Retail Pro Prism → SAP Business One → Inventory / Finance / Logistics

Responsibilities include:

• Monitoring and identifying failed or delayed interfaces.
• Investigating transaction or inventory discrepancies.
• Understanding the end-to-end flow of sales and inventory information.
• Coordinating troubleshooting between Retail Pro, ERP and other system vendors.
• Supporting interface and integration testing following system changes.
• Escalating integration failures and following through until resolution.

The role is not expected to develop complex integrations but must understand the systems sufficiently to identify where a problem originates and who needs to resolve it.

7. New Store Openings

Play an active role in all new MUSINSA STANDARD store openings from planning through stabilization.

Responsibilities include:

• Review store IT requirements and layouts.
• Define equipment and connectivity requirements with the Head of IT.
• Coordinate IT requirements with Project Management, contractors and Store Operations.
• Coordinate installation of network infrastructure and connectivity.
• Install and configure store IT hardware.
• Coordinate Retail Pro/Prism setup.
• Coordinate payment terminal deployment.
• Conduct end-to-end transaction testing.
• Test inventory and system interfaces.
• Support user acceptance testing.
• Train store users.
• Conduct final IT readiness checks prior to opening.
• Provide onsite support during opening and the initial stabilization period.

No store should open without all business-critical technology being tested and confirmed operational.

8. Incident & Problem Management

• Maintain an effective process for logging, prioritizing and resolving store IT incidents.
• Prioritize incidents affecting:
• Ability to transact
• Payment acceptance
• Customer experience
• Inventory accuracy
• Store connectivity
• Track recurring incidents and identify underlying root causes.
• Escalate unresolved issues appropriately.
• Communicate clearly with Store Management during major incidents, including expected resolution and available workarounds.
• Maintain records of significant incidents and corrective actions.

9. Vendor Management

• Coordinate external vendors supporting Retail Pro/Prism, payments, networks, hardware and other store technology.
• Raise and monitor support tickets.
• Follow up proactively on unresolved issues.
• Monitor vendor response and resolution against agreed SLAs.
• Verify that vendor solutions have resolved the underlying issue before closing incidents.
• Identify recurring vendor performance issues and escalate them to the Head of IT.
• Support evaluation of vendor performance and service quality.

10. Store User Support & Training

• Train Store Managers and designated users on Retail Pro/Prism and other store technology.
• Provide basic system training as part of new employee onboarding where required.
• Develop simple user guides, SOPs and troubleshooting materials.
• Ensure store teams understand what they can resolve themselves and what should be escalated to IT.
• Provide refresher training where recurring user errors are identified.
• Support technology training for all new store openings.

11. IT Security & Controls

• Follow ACX Retail cybersecurity and IT governance requirements.
• Maintain appropriate user access and permissions.
• Support onboarding, transfers and offboarding of store employees from relevant systems.
• Ensure store devices are appropriately configured and protected.
• Prevent unauthorized applications or devices from being connected to company systems.
• Immediately report suspected security incidents.
• Support IT audits and periodic access reviews.
• Ensure appropriate segregation of duties and controls are maintained within retail systems.

12. Business Continuity

Develop and maintain practical contingency procedures for critical store technology failures, including:

• Retail Pro/Prism downtime
• POS failure
• Internet/network outage
• Payment terminal failure
• Printer/scanner failure
• Device failure
• System integration failure

The objective is to protect store trading, customer experience and transaction integrity while minimizing lost sales.

Functional Competencies

• Retail Technology
• ERP & POS Systems
• Systems Integration
• Omnichannel Technology
• IT Project Management
• Vendor Management
• Cybersecurity
• Business Process Improvement
• Data & Analytics
• Leadership
• Stakeholder Management

KEY PERFORMANCE INDICATORS

Performance will be measured against:

• POS / Retail Pro / Prism system uptime
• Payment system availability
• Store technology uptime
• Incident response time
• Incident resolution time
• Number of recurring incidents
• Trading hours lost due to IT issues
• Vendor SLA performance
• New store IT readiness
• IT asset accuracy
• User support satisfaction
• System and security compliance
• Successful completion of system upgrades and deployments

A critical measure of success will be:

Minimizing the number of trading hours and transactions lost because of technology failure.

Education and Work Background

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline.
• Minimum 3–5 years of IT experience, preferably supporting retail, hospitality, F&B or another multi-site consumer business.
• Hands-on experience supporting Retail Pro and/or Retail Pro Prism is strongly preferred.
• Candidates with direct experience administering, configuring or troubleshooting Retail Pro Prism will have a significant advantage.
• Strong understanding of retail POS processes including sales, returns, exchanges, discounts, promotions, inventory and end-of-day procedures.
• Experience supporting POS terminals, payment devices, barcode scanners, printers and other retail hardware.
• Experience with store networks, Wi-Fi and connectivity troubleshooting.
• Experience with SAP Business One and Retail Pro/Prism integrations is highly desirable.
• Experience coordinating third-party technology vendors.
• Experience supporting new store openings and technology deployments is highly desirable.
• Willing to travel between stores and provide onsite support when required.
• Comfortable responding to business-critical incidents outside conventional office hours where store trading is affected.

KEY COMPETENCIES

• Retail Pro / Prism knowledge
• Strong troubleshooting capability
• Retail operations understanding
• Customer and business mindset
• Sense of urgency
• Hands-on technical capability
• Strong problem solving
• Vendor management
• Clear communication with non-technical users
• Attention to detail
• Ability to prioritize business-critical issues
• Calm under pressure
• Strong ownership and follow-through

Ability to work independently

IDEAL CANDIDATE PROFILE

We are looking for someone who understands that Store IT exists to keep the stores trading.

The ideal candidate is not someone who simply logs a support ticket and waits for a vendor to respond. They take ownership of the issue, understand its commercial impact, identify an immediate workaround where possible, engage the appropriate internal or external resources, and follow the problem through until it is fully resolved.

They should be equally comfortable troubleshooting Retail Pro/Prism at a cashier station, diagnosing a network issue, coordinating with a vendor, investigating an inventory interface with Finance, training store employees, or preparing an entire technology setup for a new store opening.

Benefits:

• Health insurance
• Life insurance

Work Location: In person