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Systems Analyst

Company: Jo-Ann Stores, LLC
Location: Cleveland
Posted on: February 11, 2024

Job Description:


This team member will join a group of IT professionals focusing on systems analysis and third level diagnostics and analytics of failed store systems hardware for the SSC, DC's and stores. A majority of time will be spent on troubleshooting / analyzing system production issues that have been escalated to meet the business needs for your SSC, DC and Store customers. Responsibilities are knowledge base creation and approval, new device onboarding to each environment, provisioning, deploying systems and software for SSC, DC and Store environments. Responsibilities also include ongoing installs and patch management for applications and operating systems. Additional responsibilities include phone system design, installs and support. As a team member within the IT organization, this role will contribute daily to the health and welfare of Jo-Ann Stores IT Systems. Through a mix of daily project deliverables, provides ongoing direction and mentoring.


Responsibilities extend to the Store Support Center (SSC), distribution centers and multi- channel retailing through over 850 storesand ecommerce. The total user environment consists of over 22,000 team members. Rotational on-call 24X7 support activities

Essential Functions

  • Provides advanced third level diagnostics and analytics of failed store systems hardware that has been escalated by first and second level support teams, while monitoring and reacting to assigned service now incidents in a timely manner to ensure SLA's are met and minimal impact is experienced by end users, often during off hours on nights, weekends, and holidays for business critical emergencies
  • Acts as a central communication point to internal IT teams, IT vendors, and other business groups during situational issues as needed. Strong verbal and written communication skills are a must. Collaborates with internal IT team members and outside vendors to escalate and manage issues and to ensure timely closing of incidents with minimal business interruption.
  • Mentors help desk coordinators and provides additional training to allow first level solutions when possible. Provides expertise in developing knowledge base articles. Documents and updates internal procedures for configuration of store systems hardware as needed. Participates in additional classes, research and instruction as appropriate to develop skills that will help allow them to stay current on industry related technologies and standards.
  • Possesses strong analytical skills to research repeat incidents, identify trends and predict future areas of failure that may cause business interruption
  • Works closely with hardware configuration and installation vendor to procure equipment, image, configure and install store systems hardware during scheduled store projects. Provides appropriately detailed documentation to installation vendor and updates as needed. Monitors hardware levels with installation vendor and works with supervisor to ensure adequate levels are maintained.
  • Acts as a liaison between store development and telecom vendors to procure store network and telecom services for all store projects, being available off hours for vendor escalations and follow ups as needed. Maintains the fiscal goals and budgets associated with telecommunications accounts with third party vendors, ensuring proper charges and credits are processed accurately.
  • Manages the workflow of planned store projects throughout the year to ensure projects are delivered on time and at or below planned budget, maintains relationship with business partners on planned store projects, and escalated incidents as they arise.

    Skills and Competencies
    • Accountability & Results Orientation - demonstrates a high degree of personal accountability, driving progress in the organization.
    • Communication - proactively shares timely updates and information with peers, supervisor and upper management

      Education & Experience

      Education Required: Associates' degree in computer science, business or related field required

      Education Preferred: Bachelors' degree in computer science, business or related field preferred

      Experience Required: 2-4 year's Relevant professional experience

      Experience Preferred: 5 or more year's relevant experience in a large retail information technology environment


      This position will be located at:
      5555 Darrow Road Hudson, OH 44236

      Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:
      • Medical, Dental and Vision benefit plans
      • Company-paid basic, Optional, and Dependent life insurance
      • Long-term disability and Company-paid Short-term disability
      • Paid Time Off and Sick Time
      • 401(k) Retirement Plan with an employer % match and Employee Stock Purchase Plan
      • Tuition Reimbursement
      • Team Member Discount

        For more details on benefits and eligibility requirements, Click Here or visit

        JOANN is an Equal Employment Opportunity Employer. This job summary is intended to be brief and does not list all duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. JOANN is an at-will employer, which means that your employment may be terminated by JOANN or yourself with or without notice or cause unless the at-will arrangement is modified by a written agreement signed by both you and and authorized representative of JOANN.

Keywords: Jo-Ann Stores, LLC, Cleveland , Systems Analyst, Professions , Cleveland, Ohio

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