Sr. Retail Systems Support Analyst
Confirmed on the employer's own hiring board on Oct 22, 2026. First seen by Alion on Aug 31, 2026. Carhartt scores A on the Alion truth index.
Position Details:
Title: Senior Retail Systems Support Analyst
Department: Information Technology
Reports to: Manager, Retail Systems
Location: Dearborn
Job Classification: Hybrid
FLSA Status: Exempt
Job Band: Professional
Job Summary
The Senior Retail Systems Support Analyst is responsible for the maintenance and support of all retail systems and applications including point-of-sale systems, interactive kiosks, new store openings, and other retail systems projects. This includes accountability for all incident SLA’s and maintaining metrics.
Inspired by Hard Work
At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission—We serve and protect all hardworking people by building durable products—we remain dedicated to upholding these principles in every decision we make and every product we create.
Associate Responsibilities
Provide hands-on support to retail stores by diagnosing and resolving technical issues related to POS systems, payment processing, inventory management, and other retail technologies, including handling production on-call responsibilities as the primary escalation point for store system issues that cannot be resolved at the first level of support.
Maintain the incident management process using Carhartt’s IT Service Management (ITSM) tools while managing queue and flow work and monitoring the performance of store systems and ensuring operational uptime.
Collaborate with vendors and internal IT teams to drive system configuration and maintenance solutions.
Lead the rollout of new retail store technologies, system upgrades, and store opening projects.
Assist with testing and validating system functionality before deployment.
Responsible for the creation and maintenance of documentation for troubleshooting guides, system processes, and standard operating procedures (SOPs).
Provide insights and recommendations to improve system reliability, user experience, and processes.
Generate reports and provide insights to stakeholders using store data for decision-making.
Collaborate closely with retail operations and IT partners to align system functionality with business needs to ensure all business expectations and requirements are met.
Act as a liaison between Retail Technical Analyst, store operations, and technical teams to translate support needs into system requirements.
Partner with internal and 3rd party partners to run projects.
Ensure retail store systems comply with Carhartt’s IT security policies and industry standards and support the implementation of security measures.
Required Education
Bachelor’s degree in IT or a related field, or equivalent years of relevant experience.
Required Skills & Experience
Minimum of 3 years of Retail POS configuration or development with PCI/DSS experience.
Minimum of 3 years working in an IT support environment.
Minimum of 5 years of experience in MS Windows OS environment including strong proficiency in Windows 10/11, Scripting, Imaging/ghosting, network, and registry.
Working with and managing multiple vendor relationships.
Retail store system integration into Accounting, Inventory and Reporting systems.
Strong troubleshooting and problem-solving skills with the ability to manage multiple tasks and shift priorities rapidly.
Strong written and verbal communication skills with the ability to express complex technical ideas to various audiences.
Familiarity with Retail business issues including Retail Accounting, Inventory Management, Merchandising, Planning and Buying.
Physical Requirements and Working Conditions
On-call support responsibilities that will include some evenings and weekends if necessary.
Typical office environment; office setting.
Extended periods of time sitting, standing, typing on a computer.
Light lifting may be required (25 lbs).
Some travel is required (up to 20%).
This position has a Hybrid location: Associate will work on-site regularly as needed for work activities.
Carhartt is a tobacco free workplace.