POS Application Support Analyst

Role profile: POS Application Support Analyst

Platform Engineering Domain.

Reporting to: Senior Stores & Masterplan Manager

Department: Information Technology; Platform Engineering Domain

Location: Selfridges Retail, London or Leicester

Travel to other Selfridges Retail sites and third-party suppliers may be required.

Direct Reports: N/A

Grade: 4C

Hours: 37.5 hrs Week. Part of overnight on-call rota. Some weekend, bank holiday and out of hours of work will be required.

What is the role?

The POS Application Support Analyst is accountable for the stability, support, and continuous improvement of All Point-of-Sale (POS) applications and Payment Systems across the Selfridges retail estate. This role ensures all POS and Payment systems are highly available, secure, and fit for purpose, supporting trading operations with minimal disruption.

The role is required to respond to related incidents, which includes out-of-hours on-call support as part of a Rota.

This role combines technical expertise with strong delivery capabilities, ensuring IT services support business growth while maintaining a robust and secure technology environment. Working closely with Infrastructure, IT Security, In-Store tech team, Restaurants Hospitality and Retail Operations teams to ensure store technology enables safe, reliable customer transactions.

Role responsibilities

Own application support for all POS and Payment systems across all stores and digital touchpoints.

Ensure rapid response and resolution of POS incidents, with a strong focus on trading-critical periods.

Contribute to major incident management for POS outages

Ensure effective monitoring, alerting, and escalation paths for POS applications

Deliver POS application changes and releases, ensuring minimal disruption to retail operations.

Coordinate testing, rollout, and rollback plans in collaboration with store operations and infrastructure teams.

Ensure changes are properly assessed for security, performance, and PCI impact.

Ensure POS applications operate in line with PCI DSS requirements and internal security standards.

Support audits and assessments by providing evidence and operational assurance.

Work with Security and GRC teams on vulnerability remediation, access controls, and secure configuration.

Provide on-call out of hours support for all POS and Payment applications.

Demonstrate a technical aptitude, be able to prioritise a multitude of concurrent issues, able to escalate and demonstrate a proven ability to operate in complex situations.

Maintain Software versions of PED terminals

Maintain software/Drivers for till printers and other till peripherals.

Maintain Berkel Scales configuration updates, calibration and verification of all scales.

Working with infrastructure team to update and test all security patches.

Work with the property team to ensure all power related offline tills are rectified across the estate.

Ensure Selfridges Technology design principles are adhered too during all works.

Ensure all new deliverables and requirements are adequately documented.

Where appropriate, operate under required governance and processes.

Work with the Infrastructure team to keep up to date on Windows, Anti-Virus and security software changes, closing security vulnerabilities.

Ensure all DFN and other payment updates are tested securely and implemented across the Selfridges estate in conjunction with all appropriate teams.

A bit about you:

Proven experience managing POS or retail application support in a multi-store environment.

Technical Knowledge (Typical) POS software platforms and integrations

Payment services and transaction flows

Store networking and connectivity dependencies

Release and change management processes

Monitoring and incident management tooling

Strong understanding of POS systems, payment flows, and store technology dependencies.

Can demonstrate knowledge of one or more POS Systems with a keen understanding of the systems development lifecycle.

Ability to Install, upgrade, support and troubleshoot for all associated peripherals with the ability to perform general preventative maintenance tasks.

Track record of delivering complex, high value technology initiatives in a retail environment utilising multiple delivery methodologies

Experience supporting business-critical, revenue-generating systems.

Familiarity with PCI DSS requirements and payment system controls.

Experience supporting POS rollouts, upgrades, or transformation programmes.

A problem solver. You can identify and manage issues and risks in a structured way

Knowledge of software integration, engineering and infrastructure practices and implementation to appreciate delivery challenges.

Experience of using data to encourage innovation and track benefits

Customer focused. With a background in delivering high quality, customer focussed services in a complex and changing environment, demonstrating a practical approach to problem solving.

An example of our values, a trusted and respected colleague.