Retail Support Analyst at TotalEnergies

Activities
The Support Analyst position is responsible for the following:

• Know, respect and ensure compliance with the Company's Code of Conduct.
• Document all level 2–4 incidents in a centralized knowledge base within 48 hours of resolution.
• Perform root cause analysis for recurring issues and propose fixes within 10 working days.
• Support integration testing for TEMSI+, EPS, OASiS, and LSE projects; ensure zero critical defects at go-live.
• Develop and maintain technical SOPs for new systems and share with support teams.
• Conduct monthly SLA compliance checks for IS-related support activities.
• Monitor system uptime and report deviations >1% immediately to SIS Lead.
• Provide technical training to Gijima and dealer support teams before rollout phases.
• Ensure all Retail support tickets are resolved within SLA (≤4 hours for critical issues).
• Participate in pilot evaluations and provide technical feedback within 5 working days.
• Update knowledge base quarterly with new learnings and fixes.
• Track and report IS team contribution metrics (ticket resolution time, defect closure rate) monthly.
• Collaborate with support, payments, scale and communications vendors for technical escalations and ensure resolution within agreed timelines.
• Perform system health checks on POS and payment devices during migration phases.
• Support disaster recovery drills and document outcomes for compliance.
• Ensure IS team readiness for new technologies by completing mandatory training before rollout.

Candidate Profile
To qualify for this role, you would possess the following: 

• Qualification level required for the position :Tertiary education
• Technical skills required for the position : - Point of Sale & Back Office system administration - Payment terminal support - Database management - Incident logging - Root cause analysis - Excel (advanced) - UAT - Asset control - Reporting - Contract/SLA Management
• Behavioral competencies required for the position : - Analytical thinking - Attention to detail - Communication - Stakeholder management - Problem-solving - Teamwork, - Adaptability - Customer orientation
• Language skills required for the position : English (fluent, written and spoken); additional local language(s) an advantage.
• Certification required for the position : - ITIL Foundation or equivalent (preferred) - Project Management (advantageous).
• Specific knowledge required for the position : - Retail station operations - Payment systems & architecture - HSEQ standards - Contract management - TotalEnergies policies - Asset management - Data privacy - Compliance.
• Level of experience required for the position : – 3 years in IS/IT support, preferably in retail or payment systems; experience with multi-site support and vendor management