IT Analyst, L2 Support (Retail Industry)

Introduction

L2 IT Analyst

sector

operations. Your primary responsibility will be to provide in-depth technical support and to

help build and refine the datasets that power our revolutionary AI agent, Skyfall. This is a

unique opportunity to leverage your retail IT expertise to shape the future of AI in the

major tools and

technologies that power retail companies.

Key Responsibilities

• Dataset Creation

  : Author realistic and complex IT datasets, including simulated user

tickets and the corresponding multi-step resolution plans. These will accurately mimic

real-world L2-level IT issues found in retail environments across ITSM, ITOM, and

ITAM domains.

• Dataset Review and Validation

  : Conduct rigorous, in-depth validation of datasets

created by our AI models. Critically review them to ensure technical accuracy,

adherence to ITIL best practices, and precise reflection of real-world retail IT

operations and their inherent complexities.

• Subject Matter Expertise

  : Act as a central resource and internal point of contact for

our product and engineering teams on all things related to IT. Provide crucial domain

context, offer guidance on complex scenarios and industry best practices, and clarify

technical nuances to ensure accurate data conversion and model development.

• Process Improvement and Analysis

  : Identify and document discrepancies,

inconsistencies, or gaps in IT process descriptions.

Required Skills and Qualifications

• A bachelor's degree in Engineering, Computer Science, Information Technology, or a related

field.

• Proven experience (at least 2 years) in an

  L2 or higher IT role

  within the retail industry, with

a deep understanding of L2 or higher support processes, IT process analysis, and

documentation.

• Experience with IT Service Management (ITSM) platforms like

  ServiceNow

  or Jira, with a

focus on analyzing workflows and ticket data.

• Deep understanding of core retail IT systems and workflows

  , including hands-on

experience with tools for:

ERP

CRM

POS Systems

Supply Chain Management (SCM)

HRMS/WFM

• A strong grasp of ITIL v3/v4 frameworks and best practices, particularly concerning incident,

problem, and change management processes.

• Exceptional analytical and problem-solving skills, with the ability to deconstruct complex IT

scenarios into logical, sequential steps for dataset creation.

• Excellent written and verbal communication skills in English, with the ability to articulate

complex IT concepts clearly and concisely to product and engineering teams.

Nice to Have

• Foundational understanding of scripting (e.g., Python) and JSON