Retail Systems - Support Analyst

Joining the Metcash Family

At Metcash, you’re part of something bigger. You have all the perks of a small business heart, without missing out on the big business support.

Being part of something bigger means you’re part of a strong purpose, where the work you do makes a big difference to independent business and local communities. It opens a sea of opportunities to develop yourself, grow your career, thrive your way and make your mark. And you’ll be part of our high performing team, where you reap the rewards of our collective success now and into the future.

About the Opportunity

We are on the lookout for a Retail Systems Support Desk Analyst based in Heatherton on a 12-month parental leave basis.

To support Company Owned Store (COS) staff and internal stakeholders in the effective use of retail technologies in stores, including POS and all relevant interfaces with IHG’s systems.

The primary focus is supporting COS and NSO in the use of Sympac, Frameworks and AX, together with independent store enquiries.

The role will also involve support for non-COS stores using Major POS (Sterland, Striven and Sympac) together with Store-facing IHG technologies including all POS interfaces.

In this Role

• Maintain strong customer-focussed relationships with store staff
• Manage the resolution of level 1, 2 & 3 support issues for stores and NSO Staff using Frameworks, Striven, Sympac, DART or AX Dynamics.
• Identify opportunities to improve efficiency at store and NSO level through the use of technology
• Support day-to-day operations in Stores and NSO using Frameworks, Striven, Sympac, DART or AX Dynamics.
• Customer support requests managed effectively and within SLA’s
• Support day-to-day interactions between stores & IHG host systems
• Support day-to-day operations in stores around IHG initiatives such as loyalty, promotions etc
• Document processes and procedures in relatable format for end user
• Provide 24 x 7 after hours support on a rotational basis for COS Stores (i.e. stores operating on IHG Network infrastructure) together with the DART stores.
• Installation / configuration and Implementation of Store Technologies
• Perform IT related tasks for In-Store Projects as required

You’re Likely a Match If

• Experience in the retail industry in a store facing or in store position
• Strong knowledge of POS systems and other technologies used in stores
• Strong written and verbal communication skills
• Strong proficiency in MS Excel, MS Word
• Ability to problem solve and work effectively under pressure
• Attention to detail & follow up
• A valid Australian driver’s licence
• Certificate IV in training and assessment highly desirable

Life at Metcash

🌈 Experience a supportive and flexible work environment. We are a FlexReady accredited workplace!

🌟 Enjoy a 5th week of annual leave every year after your first year.

🌿 Benefit from 2 well-being days and 1 volunteer day annually.

🌐 An abundance of learning, development, and career growth opportunities.

💼 12 weeks of gender-neutral paid parental leave for primary carers.

🏆 Proudly awarded “Bronze Employer for LGBTQ Inclusion”.

🌍 Recognised as 45th in the global "Equileap Top 100" for initiatives on gender equity.

⚖️A neutral gender pay gap of under 5% as published by WGEA 2023- 2024

🥇 Gold accreditation by Mental Health Australia.

💸 Incredible value discounts and perks through our team member app, “Our Local”.

About Us

Metcash is Australia’s leading wholesale distribution company, with revenue exceeding $18 billion in FY24. We’re also an ASX top 125 listed company.

We believe that it is absolutely vital to Australia that there is a sustainable, independent, family-owned business sector. Independent retailers support their local communities. We help them to be the ‘Best Store in Their Town’ by providing merchandising, operational and marketing support across our food, liquor and hardware pillars.

We're dedicated to fostering diversity and inclusion in our workplace and are proud to be an equal opportunity employer. Joining our team means becoming part of something bigger, a company that actively promotes diversity, champions charitable causes, and supports environmental efforts. We welcome applications from individuals of all backgrounds, including First Nations. If you have any specific support or access needs, please don't hesitate to inform us when you apply. Rest assured; your personal information will be handled with the utmost confidentiality in accordance with applicable privacy laws.

Join us and be part of something bigger!