Service and Support Analyst (Miami)

Job Title : Service and Support Analyst

Location : Miami, FL, US | Onsite

Client : Infosys

End Client : Symphony

Job Summary

The Service and Support Analyst provides technical and operational support for the Dining

Services and Gift Shop retail systems, primarily focusing on the Symphony point-of-sale

(POS) platform. This role ensures seamless day-to-day operations, resolves system issues,

and collaborates with business stakeholders to enhance user experience and system

performance.

Key Responsibilities

Provide frontline support for the Simphony POS system used in Dining Services and

Gift Shops, including troubleshooting hardware and software issues.

Collaborate with business units to understand operational needs and deliver effective

technical solutions.

Monitor system performance and escalate complex issues to vendors or internal T&D

teams as needed.

Assist with system upgrades, testing, and go-live support for new implementations or

enhancements.

Train end users on system functionality and best practices.

Document support procedures, issue resolutions, and system configurations.

Participate in cross-functional projects to improve service delivery and system

integration.

Qualifications

Experience supporting POS systems, preferably Simphony or similar retail platforms.

Strong troubleshooting and problem-solving skills.

Excellent communication and customer service abilities.

Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills

Experience with Simphony POS or similar retail / payroll systems.

Strong troubleshooting and customer service skills.

Ability to mentor and guide team members or consultants.

Familiarity with project management principles and tools.

Excellent communication, organization, and time management skills.