Job Description

Established in 1973, Roots is a proudly Canadian lifestyle brand that celebrates authenticity, quality, and community. Inspired by the great outdoors, we create timeless, sustainable apparel and leather goods designed for comfort and everyday adventure. At Roots, we believe in fostering a culture of inclusivity, creativity, and teamwork - where every team member plays a role in shaping our brand's legacy. If you bring passion to everything you do, lead with integrity, and believe in the power of collaboration to drive growth, we'd love to have you on our journey!



Nature & Scope ? Your Role at Roots

We are hiring an IT Business Analyst. This role will report to the Senior Manager, Technical Education & Support. The successful candidate will play a critical role in maintaining and enhancing our retail software applications, ensuring smooth operations and providing excellent support to end-users. This position requires strong problem-solving skills, a customer-centric approach, and the ability to thrive in a fast-paced retail environment.



Key Responsibilities ? How You'll Make an Impact

Application Support:

Provide day-to-day support for retail software applications, ensuring they run smoothly and efficiently. Monitor application performance, troubleshoot issues, and implement solutions in a timely manner. Collaborate with software vendors to resolve complex issues and implement system enhancements. Maintain detailed documentation of application configurations, support procedures, and system changes. Log, track, and manage incidents in a ticketing system, ensuring all incidents are resolved within agreed service levels. Perform root cause analysis of recurring issues and recommend long-term solutions.

User Support:

Act as the primary point of contact for application-related queries from end-users, providing expert assistance and training. Document user issues, track progress, and ensure timely resolution. Develop and maintain user manuals, FAQs, and training materials to aid in user self-sufficiency.

Qualifications & Experience ? The Skills You Bring

Bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience. Minimum of 3 years of experience in application support or a similar role, preferably in a retail environment. Proven experience with retail software applications. Experience with Aptos, Momentis, EDI (Electronic Data Interchange), High Jump (Korber), Aptean and Oracle Xstore is an asset. Strong understanding of retail business processes and IT infrastructure. Familiarity with ticketing systems; Topdesk experience is an asset Excellent problem-solving skills with a proactive approach to identifying and resolving issues. Strong communication skills, with the ability to explain technical concepts to non-technical users. Ability to work independently and as part of a team in a fast-paced environment.

At Roots we appreciate that skills and expertise are cultivated through a range of experiences. We are committed to reflecting Canada's diverse landscape in our products, team, and workplace culture. We value your unique perspective and encourage you to apply, even if you don't meet every listed requirement. Accommodations are available for applicants throughout the recruitment process.