Ralph Lauren Technology Operations Analyst

Essential Duties & Responsibilities

• Support the deployment, enhancement, and ongoing operation of retail technology solutions across the region, ensuring stable and efficient store operations.
• Serve as the regional subject matter expert (SME) for store systems, applications, and business processes, providing operational and technical guidance.
• Deliver high-quality support services while meeting established service level agreements (SLAs), IT processes, and customer satisfaction objectives.
• Ensure compliance with IT governance, security controls, Sarbanes-Oxley (SOX) requirements, and global technology standards.
• Partner with regional and global IT teams, business stakeholders, and external vendors to successfully deliver projects throughout the full solution lifecycle.
• Coordinate with vendors and business partners to prioritize, plan, and implement system enhancements, upgrades, and new technology solutions.
• Support the planning and execution of phased store rollouts using agile delivery practices, including cross-functional collaboration, incremental releases, and strong stakeholder engagement.
• Participate in System Integration Testing (SIT) and User Acceptance Testing (UAT) activities to ensure solutions meet business and technical requirements.
• Develop and maintain functional requirements, implementation guides, knowledge articles, and support documentation to facilitate smooth transitions to operational support teams.
• Deliver training and knowledge-transfer sessions to business users and support teams to drive successful adoption of new systems and processes.
• Maintain project progress, manage risks and dependencies, and proactively escalate issues to ensure successful project outcomes.
• Conduct periodic site visits to retail stores to support implementations, validate project execution, and assess operational readiness.
• Build and maintain strong working relationships with key stakeholders, including Regional IT, Global IT, business departments, store users, and external technology partners.

Experience, Skills & Knowledge

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 4+ years of experience in IT application support, systems operations, technology delivery, or related roles.
• Experience supporting enterprise applications and participating in system implementations, enhancements, integrations, or continuous improvement initiatives.
• PREFERRED: Experience with Workforce Management (WFM), HR systems, or retail technology platforms such as POS, traffic analytics, inventory management, or mobile applications.
• Basic understanding of SQL, scripting, or programming concepts is a plus.
• Experience working with third-party vendors and distributed teams in a global business environment.
• Proficiency with Microsoft 365, Jira, Zoom, and other collaboration and project management tools.
• Strong communication skills in English, with the ability to translate technical concepts for non-technical audiences; bilingual Chinese and English preferred.
• Demonstrated ability to build relationships and collaborate effectively with cross-functional teams, stakeholders, and business partners.
• Strong analytical and problem-solving skills, with the ability to prioritize, troubleshoot, and resolve issues in a fast-paced environment.
• HIGHLY ORGANIZED, ADAPTIVE, AND CAPABLE OF MANAGING MULTIPLE PRIORITIES WHILE MAINTAINING ATTENTION TO DETAIL.
• SELF-MOTIVATED TEAM PLAYER WITH STRONG COMMERCIAL AWARENESS, STAKEHOLDER MANAGEMENT SKILLS, AND A COLLABORATIVE MINDSET.