About the role
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.
About Roots
Established in 1973, Roots is Canada’s leading lifestyle brand known around the world for its premium leather goods, apparel and accessories, with more than 120 retail locations in Canada and the United States, and more than 100 in Asia. Roots is not only a brand, we are a culture and lifestyle inspired by the open air. We are a team of people who share values focused on quality and integrity. We celebrate our heritage and authenticity and are proud of what we stand for. Our employees share this passion and seek opportunities to stretch their boundaries, learn new experiences and continue to grow their Roots.
Fondée en 1973, Roots la principale marque canadienne axée sur le « style de vie » et elle est reconnue dans le monde entier pour ses articles en cuir, ses vêtements sport et ses accessoires de qualité. Elle possède plus de 120 points de vente au Canada et aux États-Unis, et plus de 100 en Asie. Roots est bien plus qu’une simple marque, elle constitue une culture et un style de vie dont l’inspiration provient des grands espaces. Nous formons une équipe dont les valeurs sont fondées sur la qualité et l’intégrité. Nous rendons hommage à notre héritage et notre authenticité, et sommes fiers de ce que nous représentons. Nos employés sont animés par cette même passion et repoussent constamment leurs limites afin de vivre de nouvelles expériences et de s’épanouir.
About the role
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.
About Roots
Established in 1973, Roots is Canada’s leading lifestyle brand known around the world for its premium leather goods, apparel and accessories, with more than 120 retail locations in Canada and the United States, and more than 100 in Asia. Roots is not only a brand, we are a culture and lifestyle inspired by the open air. We are a team of people who share values focused on quality and integrity. We celebrate our heritage and authenticity and are proud of what we stand for. Our employees share this passion and seek opportunities to stretch their boundaries, learn new experiences and continue to grow their Roots.
Fondée en 1973, Roots la principale marque canadienne axée sur le « style de vie » et elle est reconnue dans le monde entier pour ses articles en cuir, ses vêtements sport et ses accessoires de qualité. Elle possède plus de 120 points de vente au Canada et aux États-Unis, et plus de 100 en Asie. Roots est bien plus qu’une simple marque, elle constitue une culture et un style de vie dont l’inspiration provient des grands espaces. Nous formons une équipe dont les valeurs sont fondées sur la qualité et l’intégrité. Nous rendons hommage à notre héritage et notre authenticité, et sommes fiers de ce que nous représentons. Nos employés sont animés par cette même passion et repoussent constamment leurs limites afin de vivre de nouvelles expériences et de s’épanouir.