Sephora IT Support Services Analyst

Sephora, a prestigious name in the beauty retail sector, is part of the esteemed LVMH Moët Hennessy Louis Vuitton conglomerate. Renowned for its innovative approach and commitment to diversity, Sephora empowers its teams to redefine the future of beauty. With a global presence, Sephora is dedicated to fostering an environment where creativity and inclusivity thrive, ensuring that every team member can contribute to the company's visionary goals.

1. Provide advanced troubleshooting and resolution for retail incidents as part of Tier 2 incident management.
2. Serve as the escalation point for unresolved issues from Level 1 support.
3. Monitor queues proactively, maintain SLAs, and reduce backlog.
4. Manage urgent escalations from Retail Field Leaders and ensure resolution or appropriate hand-off.
5. Conduct root cause analysis and facilitate cross-functional resolution.
6. Validate critical retail operations post-production changes to prevent disruptions.
7. Engage in preemptive troubleshooting for POS and network issues.
8. Act as the operational extension of engineering during major incidents, supporting real-time testing and communication.

1. 4+ years in level 2+ operational support roles within retail environments.
2. Experience supporting Point of Sale (POS) systems, hardware, and network infrastructure.
3. Proficiency in retail-specific applications such as POS, mobile POS, and business applications.
4. Experience in hardware troubleshooting and store operations procedures.
5. Experience in maintaining operations level commitments, including monitoring and alert management.
6. Proven track record in driving incidents to resolution and participating in technical bridges.

1. Advanced diagnostic and problem-solving skills in a retail environment.
2. Excellent communication and interpersonal skills for conveying technical information to diverse audiences.
3. Ability to work independently and collaboratively within a team.
4. Strong understanding of IT best practices and SLAs.
5. Proactive and solutions-oriented mindset.

4+ years in level 2+ operational support roles within retail environments, with hands-on experience supporting Point of Sale (POS) systems, hardware, and network infrastructure.

The annual base salary range for this position is $99,540.00 - $110,600.00, with potential eligibility for bonuses.

Comprehensive health, dental, and vision plans; superior 401(k) plan; various paid time off programs; employee discounts and perks; life and disability insurance; flexible spending accounts; and an employee referral bonus program.

Sephora fosters a dynamic and inclusive culture, encouraging creativity and innovation. As part of the LVMH family, Sephora's global reach and impact are profound, with a commitment to reimagining the future of beauty. The company values diversity and empowers its employees to be their best selves, contributing to a vibrant and forward-thinking workplace.