Contract:             September 2008 - January 2009

Position Title:       Implementation Coordinator
 
Location:              Mid Town Toronto
 
Hours:                  37.5 Hours/Week
                            Sun through Thurs, evening shift 4PM-12AM & 8PM-4AM
 
 
 
Project Overview
 
The purpose of this project is to implement the capability to accept Chip credit cards across all our client’s retail locations.  This entails a software upgrade at the POS, as well as installation of an EMV-Chip compliant pinpad (that will replace the existing pinpad).  Training and communication elements are integral components to the project….
 
There will be a pilot involving the five stores in the Kitchener-Waterloo area over a six-week period.  Currently, there is an ongoing industry Chip pilot in the Kitchener-Waterloo area where some of the major card issuers are participating.  The Option MasterCard cardholders in that area have already received a Chip-enabled card from CTFS.  In general, the consumers in that area are aware and comfortable with the use of Chip cards.
 
The rollout will take place over a six-week window from Oct.5 - Nov.15.  There is a hard stop at November 15th as the winter store freeze takes place until January 15th.  Our goal is to complete all the store implementations in that six week timeframe before November 15th.  Should the project schedule slip and the installations are not completed by then, the installations will resume from January 15th.
 
There was a late request from the Dealers to have their new pinpads secured to a bracket and stand.  As of late, there have been an increasing number of pinpad thefts across the retailers, and the dealers would like us to implement secure brackets to prevent theft.  Not all pinpads are mounted to a stand, so the project has asked the dealers to take the necessary steps to have stands in place for the current pinpads.  The project is in discussion with a couple of vendors that will design a bracket to outfit the new pinpad.  This bracket will mount on top of the current bracket and stand (that supports the Elite 640 pinpad).
 
The in-store installation will be performed by an external vendor.  They will be responsible for the Chip, pinpad and bracket installations.   
 
 
 
RESPONSIBILITIES:
 
General Accountabilities
 
The coordinators will work under the direction of an Implementation Lead that will be supplied by the rollout vendor.  The team will be responsible for liaising between the store support and deployment teams at Home Office and the implementation team and store staff at the stores to ensure that the implementations are successful.  Responsibilities of the coordinator include:
-       Scheduling the store installations; Following-up/confirming with the stores that they’re prepared before the implementation team comes to the store
-       Ensuring that deliveries of equipment to the stores are received prior to the installation
-       Tracking and monitoring issues that come up during the installation
-       Ensuring that resources have the necessary information to troubleshoot issues
-       Liaising with external vendors (MasterCard, Ingenico, Moneris, etc.) when needed as per any issues
-       Ensuring that issues that require escalation, follow the escalation path agreed to by the project stakeholders
-       Documenting status reports from each store on the installation
-       Maintaining spreadsheets of the number of pinpads and stands in the stores
 
There will be about 20 store installations a night that the team will be involved in.  Special attention needs to be paid to stores in different time zones.
 
 
 
REQUIREMENTS:
 
Must have:
·         Good personal computer skills with hands on experience with Windows, Word, Excel, Outlook
·         Ability to effectively work with multiple concurrent tasks in a demanding environment
·         Effective conceptual, diagnostic, analytical and problem solving skills
·         Demonstrate ability to be flexible and exercise judgement in a dynamic environment
·         Demonstrate ability to adapt and learn new technologies in a fast paced environment
·         Strong communication skills, both verbal and written
·         Strong problem solving skills
·         Strong telephony skills
·         Team player
·         Evening and weekend shifts are required
·         Computer Studies Diploma or Degree
 
 
Nice to have:
·         Experience as a Support Analyst on a Service desk
·         Understanding of POS systems
·         Bilingual (English/ French)
·         Strong organization, planning and coordination skills
·         Ability to influence superiors, peers, subordinates
·         Ability to build quick response action plans
·         Knowledge of RETAIL Associate Store operations and the retail industry
·         Systems Operator experience
·         Knowledge of VPN, Client Access and TCP/IP protocols