Coordinator, Store Implementations & IT Support

Indigo is a physical and digital place inspired by and filled with books, ideas, beautifully designed lifestyle products, and the creative people who help make it all happen. We believe in real books, living life fully and generously, being kind to each other and to the environment, and that stories big and little connect us. Indigo is our customer's happy place for joyful moments of discovery and to connect with people who share their passion for reading, their belief in ideas, and their commitment to making the world a better and more beautiful place.

OUR GUIDING PRINCIPLES

Our Mission is to inspire reading and enrich the lives of booklovers. As such, we believe in the power of people and their stories. We aim to attract top talent, nurture the potential of our employees, and create space for everyone to thrive. Our Guiding Principles are the few key ideas that are meant to influence everything we do, every day.

• We Will Hire, Inspire, Promote and Retain the Best
• We Will Be Customer Centric
• We Will Be Entrepreneurial
• We Will Be Committed to Caring About Each Other, Our Communities, and Our Environment
• We Will Be Committed to True and Shared Value Creation
• We Will Be Systems Thinking, Data Driven and AI enabled

The Coordinator, Store Implementations & Support is responsible for IT tasks that include: Store Changes, Closings and Net New builds, Store MACs, Store Cabling and Equipment Support and assisting senior team members when required.

KEY DELIVERABLES

• Customer Satisfaction: Provide outstanding services and support to our customers to ensure a joyful experience every time. Measurement: 100%
• Incident tickets: All Cherwell tickets must be acknowledged and resolved within the set SLA. Measurement: 95%
• Support retail store IT initiatives within budget and schedule

KEY ACCOUNTABILITIES

Functional

• Responsible for IT tasks related to store renovations, store relocations, store closures, store MACs and other retail Initiatives/projects within budget and schedule:
  • Procure all IT store equipment required
  • Assist with store implementation documentation
  • Coordinate IT steps as related to all store infrastructure movements
  • Responsible for managing IT hardware staging and builds for Retail Projects performed by the team when required
• Assist team members with Retail/Construction projects when required
• Ensure timely and clear communication to IT and store management, technology teams, PMs and participating vendors
• Track all asset movement in terms of technology infrastructure and provide to owner of asset management
• Arrange for cost-effective and timely disposal of de-commissioned store equipment in accordance with the companys policies.
• Provide timely intermediate to advanced end-user hardware support for Stores
• Ensure all incidents are properly logged and resolved within Cherwell as per the predetermined OLAs and SLAs
• Manage IT vendors that are working on behalf of Indigo IT; this includes, but is not limited to
  • Ensuring communicated timelines and schedules are being met
  • Ensuring the vendor pricing adheres to approved rates, and
  • Ensuring that the vendors are performing to Indigos expectations and standards
• Support the execution of projects on as needed basis
• Act as an advocate for the customer by placing them at the forefront of all decision-making and design processes
• Proactively identify and anticipate customer expectations and needs
• Embrace and seek out technology that creates high tech and high touch solutions for Indigos customers
• Challenge the status quo by consistently identifying areas for improvement, diagnosing issues and working to resolve them

People

• Collaborate with others to drive flexible and iterative solutions, quickly and easily
• Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself
• Help others see the impacts of their efforts and proactively engage other functions to get input
• Encourage others to freely share their point of view and be open to feedback

Cultural

• Model Indigos beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion and influence change through your team and/or the organization

SCOPE

Reports to: Manager, Store Provisioning and Home Office Support

Manager once Removed (MOR): Director, Store and Home Office IT Support

KEY RELATIONSHIPS

Internal:

• HO users
• Retail Operations
• Construction
• Store Design
• Store Development
• IT Teams
• IT Service Support Centre
• Stores

External:

• Key IT Vendors

Work Experience / Education / Certifications

• University or College degree in Computing Science or Business
• Minimum of 2 years working experience with an IT support position in a retail environment
• Minimum of 2 years of managing projects and IT vendors

Competencies / Skills / Attributes

• High level of professionalism in conduct and in communication
• Strong interpersonal skills with the ability to lead and influence peer groups
• Excellent written and verbal communication skills
• Demonstrable track record of communicating with and managing expectations of customers and stakeholders
• High degree of proficiency in Microsoft Office tools
• Strong troubleshooting skills
• Readiness to work flexible hours as required
• Ability to multi-task and prioritize work
• Strong analytical and problem solving skills
• Excellent team player

Other (travel, Bilingual, etc.)

• Travel may be required to our remote locations

This posting is for a current opportunity within Indigo.

Indigo uses artificial intelligence (AI) tools to assist with certain aspects of the hiring process, such as screening and assessments. These tools support our team but do not replace human judgment. We are committed to using AI responsibly, fairly, and in compliance with applicable employment and anti-discrimination laws. We regularly review these tools to help prevent bias or discrimination.

At Indigo, Diversity, Equity, Inclusion, and Accessibility are core to our values. We integrate these principles into our training, policies, and hiring practices and continuously evolve to reflect the needs of the communities we serve. We welcome applicants from all backgrounds and lived experiences, including but not limited to individuals who identify as BIPOC (Black, Indigenous, and People of Colour), members of the LGBTQIA+ community, and persons with disabilities. If you require an accommodation during the recruitment process, please contact Human Resources at [email protected] .