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About the Role

The QA, Release & Service Desk Analyst ensures the quality, stability, and compliance of retail technology systems. This role involves testing and release management for POS and store systems, fiscalisation compliance, integration of pricing/products/core applications, and operational oversight of the Retail Service Desk, acting as a key liaison between Technology, D365, Operations, and the Service Desk.

Responsibilities

• Plan, execute, and document system & release testing for iOS updates, Adyen firmware versions, Store Commerce app releases, and other core retail applications.
• Validate system setup for NSO (New Store Openings) by completing end-to-end testing in a LIVE environment.
• Monitor and validate post-release performance to ensure system stability.
• Support fiscalisation solution testing to ensure compliance with legal and tax regulations across markets.
• Support pricing and product setup within POS, ensuring accurate integration with D365 and other core systems.
• Validate POS-to-core system integration for product data, transactions, and reporting accuracy.
• Act as a liaison between Technology, D365, and Operations teams, ensuring clear communication and alignment.
• Coordinate user acceptance testing (UAT) with Operations and business teams.
• Provide training, documentation, and knowledge transfer to support teams and end users.
• Manage the 24/7 service desk and act as third line support for escalations.
• Monitor and report on Service Level Agreements (SLAs), ensuring timely resolution of incidents and requests.
• Drive continuous improvement in service quality, escalation handling, and knowledge base documentation.
• Act as an escalation point for critical incidents impacting retail operations.
• Manage issue tracking, prioritisation, and resolution of defects identified during testing or post-release.
• Contribute to continuous improvement of release, testing, and support processes to enhance efficiency and reduce risks.
• Maintain up-to-date documentation of testing, release notes, and support workflows for cross-team use.

Requirements

• Experience with POS systems, integrations, and retail IT environments.
• Strong background in testing, QA, release management, or service delivery.
• Knowledge of fiscalisation requirements in retail.
• Proven experience in service desk operations, SLA monitoring, or incident management.
• Excellent cross-functional communication skills, able to work with technical and non-technical teams.
• Detail-oriented with strong documentation and process management skills.

About the Company

• At On, we don’t just create tools—we craft experiences that move the world. As part of our Retail Experience team, you’ll help build the future of in-store technology. You will power a seamless omni-channel journey, and support a mission that’s bigger than any one screen: to ignite the human spirit through movement. Ready to help us redefine retail? Lace up. Let’s go.

Equal Opportunity

• On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.