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Analyst, Retail Systems


Tokyo, 13, JP

Explore the possibilities across our global house of brands.

Defined by inclusivity rather than exclusivity, Tapestry embraces the exploration of individuality and invests in helping you grow personally and professionally. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.

Daily operation case :

  • Support and maintain all Asia Retail IT systems under Tapestry group, include but not limited to POS/Time & Attendance/Inventory Management system in store for all Asia(Cross Brands: Coach/Kate Spade/Stuart Weitzman, Multi-Region: PRC/HK/MC/TW/JP/KR/SG/MY)
  • Support as level 3 in-house escalation point from L1/L2 vendor support
  • Troubleshoot, diagnose and resolve technical incidents, closely work out for outage/priority cases
  • Perform implementation, UAT and training in System Lifecycle process,
  • Manage the communication to provide prompt response, identify the actual impact and provide follow up action items
  • Manage open issue case and give some guide/advice to support vender to resolve and avoid potential issue
  • Shift working hour to have on-call support during non-office hour based on actual system performance


Routine business support :

  • Support month end across Asia/EU
  • Support stock take across Asia/EU countries upon request
  • Response for Front end program deployment to store device level, include PC/iPad/iPod/iPhone…
  • Response for windows security patch deployment to store device level. (PC/POS)
  • Coordinate the annual health check for store and validate the result with inventory information


Service Improvement Analysis :

  • Review the frequent escalated case, analysis root cause and propose solution to reduce escalation and increase resolution rate at 1st/2nd level support
  • Partnership with business to manage business expectation and review the service level/quality provided
  • Analyze the operation case and system incidents/inquiries regular basis to keep maintaining high performance standard
    • Propose follow up action(s)/timeline to realize analysis result
    • Feedback for the operation support constrain, coordinate with cross team to improve for the better support SLA
  • Build strong partnership with vendors very closely to offer the best in class support and customer shopping experiences in the entire Asia
  • Make regular user training session and manage store call reduction
  • Make ad-hoc training for guide business user to right way
  • Develop and maintain both technical/user documentation, includes but not limited to configuration guide, technical manual
  • Manage system change, event calendar with timely manner and share to relative team
  • Perform report generate from service now system and analyze the trend

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Our Competencies for All Employees

  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Drive for Results:<span style="font-family:"Arial",sans-serif"> Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Customer Focus:<span style="font-family:"Arial",sans-serif"> Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Creativity<span style="font-family:"Arial",sans-serif">: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Interpersonal Savvy<span style="font-family:"Arial",sans-serif">: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Learning on the Fly:<span style="font-family:"Arial",sans-serif"> Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Perseverance<span style="font-family:"Arial",sans-serif">: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Dealing with Ambiguity<span style="font-family:"Arial",sans-serif">: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Our Competencies for All People Managers

  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Strategic Agility<span style="font-family:"Arial",sans-serif">: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Building Effective Teams<span style="font-family:"Arial",sans-serif">: Blends people into teams when needed; creates strong morale <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
  • <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Managerial Courage<span style="font-family:"Arial",sans-serif">: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Tapestry, Inc. at

Req ID:  88695

Job Segment: Retail