Selfridges
POS Application Support Analyst
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POS Application Support Analyst
POS Application Support Analyst
About the Role
Platform Engineering Domain
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Reporting to: Senior Stores & Masterplan Manager
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Department: Information Technology; Platform Engineering Domain
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Location: London or Leicester (travel required to other Selfridges Retail sites and third-party suppliers)
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Grade: 4C
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Hours: 37.5 hrs per week (including part of overnight on-call rota)
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Duty Cover: Some weekend, bank holiday, and out-of-hours work expected
The POS Application Support Analyst ensures stability, security, and continuous improvement of All Point-of-Sale (POS) applications and Payment Systems across the Selfridges retail estate. This critical role supports trading operations, minimises disruption, and drives business growth by maintaining robust and secure technology.
Key responsibilities include on-call incident support, collaboration with Infrastructure, IT Security, In-Store tech, Restaurants, Hospitality, and Retail Operations teams to ensure seamless retail technology.
Responsibilities
- Support Accountabilities:
- Own application support for POS and Payment systems across all stores and digital touchpoints.
- Provide rapid response and resolution for POS incidents, with priority during trading-critical periods.
- Serve as a key contributor to major POS outage incidents.
- Oversee monitoring, alerting, and escalation for POS applications.
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Releases & Changes:
- Deliver POS application updates and deployments ensuring minimal disruption.
- Lead testing, rollout, and rollback plans in collaboration with stores and infrastructure.
- Assess changes for security compliance, performance, and PCI impact.
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Security & Compliance:
- Ensure POS applications comply with PCI DSS standards and internal security requirements.
- Provide evidence and assurance during audits and assessments.
- Work with GRC and Security teams on remediation, access controls, and secure configurations.
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24/7 Support & Operations:
- Provide on-call out-of-hours support.
- Demonstrate technical aptitude in handling prioritisation, escalation, and complex issue resolution.
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Technical Maintenance:
- Manage PED terminal software versions.
- Maintain software/drivers for peripherals (till printers, scales).
- Update, test, and configure Berkel Scales.
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Infrastructure & Patching:
- Support testing and implementation of security patches (Windows, anti-virus updates).
- Coordinate with property teams to rectify offline till power-related issues.
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Governance & Documentation:
- Ensure alignment with Selfridges Technology design principles.
- Maintain detailed record-keeping for all deliverables and requirements.
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Feature Innovation & Compliance:
- Keep up-to-date with Windows, anti-virus, and security software enhancements.
- Test and roll out payment updates (DFN) securely across the estate.
Requirements
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Relevant Experience:
- Proven track record in POS/retail application support across multi-store environments.
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Technical Knowledge:
- Expertise in POS software platforms, payment flows, and integrations.
- Strong understanding of retail store networking/connectivity requirements.
- Experience with release/change management tools, monitoring, and incident handling.
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PCI & Compliance:
- Familiarity with PCI DSS standards and payment system controls.
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Problem-Solving & Leadership:
- Aptitude for high-pacing environments and proactive risk/issue management.
- Experience in POS rollouts/transformations.
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Customer & Process Focus:
- Backed by high-quality service delivery with a retail technology inclusive approach.
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Core Values:
- A trusted and respected colleague. Alignment with Selfridges values.
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