Senior Tech eCom Support Analyst (Night Shift)
Job Type: Full Time / Permanent
The e-Commerce Support Senior Analyst will work closely with the Lead Analyst to assist in the day-to-day management of the team and their respective responsibilities. This individual should be highly technical with an interest in leading a team or taking ownership of critical incidents during stressful or tense situations. The senior analyst will assist with communicating and filtering down processes, requests, job responsibilities, daily tasks, changes, nuances, and information to the rest of the team. This position will help with associate training and onboarding and look for ways to improve automation, recurring processes, and proactive monitoring functions. Additional responsibilities include: creation of key performance indicator reports, report analysis, change and incident management, taking lead during P1 or critical incidents, continuous process improvement, providing leadership to support analysts, and 24×7 monitoring of all production e-Commerce related platforms and environments. This is a night shift position (10pm-6am) once training has been completed. Training is Mon-Fri approx. 2-4 weeks of day shift and then afternoon shift before moving to night shift. This position will mostly be remote but may have some onsite work at our corporate office.
Job Duties & Responsibilities: Monitor all aspects of websites including vendor interfaces, site content, network performance, web defects, customer experiences, payment processing, order management/fulfillment, and product shipment. Manage and monitor customer quality through existing set of monitoring applications. Ensure accuracy and timeliness of site response, user input, and page loading of information for all e-Commerce systems. Provide Level 1 incident management support for customer-facing web applications with a goal of meeting business service levels. Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution Analyze data collected by monitoring tools and services to provide e-Commerce dashboards, reports, and KPI’s for business stakeholders, including actionable recommendations to be used by management for data-driven decision making and continuous optimization. Identify positive and negative trends and anomalies associated with site performance to be communicated to business stakeholders and management. Work closely with e-Commerce support teams to understand daily changes, promotions, and content management alterations. Once deployed to production, understand all feeds for inventory, pricing, product activations, promotions and content and their impact to the website. Ensuring website content and features appear/function according to internal campaigns and product launches. Develop, implement and maintain support documentation regarding operations, functionality, framework, policies and procedures. Automate manual enterprise operations tasks and optimize business process to reduce workloads & create proficiencies where applicable. Ensure successful execution of all batch processing related to e-Commerce systems including backups, data loads, vendor feeds, and synch jobs. Working cross-functionally with IT Security, Engineering, and e-Commerce Operations to support a ‘best-in-class’ online customer experience. Help to define and address cross-functional gaps and processes between internal and external teams. Contribute to the overall objective of providing best-in-class digital user experience Responsible for all aspects of incident management as it relates to e-Commerce services and platforms. First line of defense in detecting, troubleshooting, and identifying website performance issues, faults, and deficiencies. Determine business impact, initial priority, scope, communication plan, and resources required to resolve the issue.
Education: Bachelor’s Degree, IT related (preferable) 3-5 years of experience in network support and engineering ITIL v3 certification preferred but not required e-Commerce Specialist (design, support, admin) Proficiency in Microsoft Outlook, Word, Excel, PowerPoint and Visio 5+ years experience with Gomez, AppDynamics, Keynote Knowledge of IBM DB2 and Oracle ATG preferred Experience with ITSM apps such as Remedy or JIRA Experience with Tivoli, Spectrum, and NetQOS preferred Experience with WebSphere Commerce and Apache Service Mix Experience with vendors such as Akamai and Cybersource. Ability to work independently with minimal direction