Retail Support Analyst - 12 Months Contract

Contexte et environnement

Market in which the position operates : Operates in a regulated and competitive retail fuels and convenience market; must comply

with HSEQ, financial, and data governance standards

Typology of contacts related to the position : Internal & external

Stakeholders connected to the position : Internal: Retail, IS, Technical, Procurement, Finance, Project Teams; External: Dealers,

Support Service Providers, Switch Partners, Banks, Contractors, Suppliers.

Contacts related to the position : Level 2: level 1 + The position requires the ability to influence and convince

Reflection horizon of the position : Medium-term (1-3 years)

Time horizon for the position's reflection : Strict implementation of instructions

Activités

The Support Analyst position is responsible for the following:

• Know, respect and ensure compliance with the Company's Code of Conduct.
• Document all level 2–4 incidents in a centralized knowledge base within 48 hours of resolution.
• Perform root cause analysis for recurring issues and propose fixes within 10 working days.
• Support integration testing for TEMSI+, EPS, OASiS, and LSE projects; ensure zero critical defects at go-live.
• Develop and maintain technical SOPs for new systems and share with support teams.
• Conduct monthly SLA compliance checks for IS-related support activities.
• Monitor system uptime and report deviations >1% immediately to SIS Lead.
• Provide technical training to Gijima and dealer support teams before rollout phases.

Ensure all Retail support tickets are resolved within SLA (* 4 hours for critical issues).

• Participate in pilot evaluations and provide technical feedback within 5 working days.
• Update knowledge base quarterly with new learnings and fixes.
• Track and report IS team contribution metrics (ticket resolution time, defect closure rate) monthly.
• Collaborate with support, payments, scale and communications vendors for technical escalations and ensure resolution within agreed timelines.
• Perform system health checks on POS and payment devices during migration phases.
• Support disaster recovery drills and document outcomes for compliance.
• Ensure IS team readiness for new technologies by completing mandatory training before rollout.

Profil du candidat

To qualify for this role, you would possess the following:

• Qualification level required for the position :Tertiary education
• Technical skills required for the position : - Point of Sale & Back Office system administration - Payment terminal support - Database management - Incident logging - Root cause analysis - Excel (advanced) - UAT - Asset control - Reporting - Contract/SLA Management
• Behavioral competencies required for the position : - Analytical thinking - Attention to detail - Communication - Stakeholder management - Problem-solving - Teamwork, - Adaptability - Customer orientation
• Language skills required for the position : English (fluent, written and spoken); additional local language(s) an advantage.
• Certification required for the position : - ITIL Foundation or equivalent (preferred) - Project Management (advantageous).
• Specific knowledge required for the position : - Retail station operations - Payment systems & architecture - HSEQ standards - Contract management - TotalEnergies policies - Asset management - Data privacy - Compliance.
• Level of experience required for the position : – 3 years in IS/IT support, preferably in retail or payment systems; experience with multi-site support and vendor management

Informations supplémentaires

TotalEnergies valorise la diversité, promeut le développement individuel et offre des opportunités d'emploi égales à tous les candidats.

TotalEnergies is an equal opportunity employer and all applicants that meet the specified criteria will receive consideration for employment without discriminating unfairly on any arbitrary ground, including but not limited to race, gender, sex, ethnic or social origin, colour, sexual orientation, age, disability, religious conscience belief, political opinion, culture, language, marital status, or family responsibility