20439 – Analyst, DTC Information Technology

August 23, 2022
NYC / Remote
Job Type
$85K - $100K
Job ID Number


Point of contact for all production issues and operational support status of all global ecommerce sites (as assigned) including related internal and third-party applications and services that support the ecommerce platform.


Essential Duties & Responsibilities


  • Log and track ecommerce platform production issues and see them through to resolution.
  • Communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause.
  • Leverage hands-on experience to lead team to triage and escalate issues to third level support as appropriate.
  • Sterling OMS Alert and Exception monitoring to help manage day-to-day OMS activity and maintain system health.
  • Salesforce Commerce Cloud (SFCC) Operational tasks including user management/audits, job monitoring, application/release support.
  • Work closely with the developers, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features.
  • Deliver regular site performance reports daily, weekly and monthly.
  • Track and gather data for measuring operational trends and identifying areas for improvement.
  • Maintain quality service by establishing and enforcing organizational standards.
  • Demonstrate the ability to complete multiple tasks under pressure.
  • Maintain operational documentation and knowledge base to streamline incident resolution.


Experience, Skills & Knowledge


  • Progressively responsible work experience in Computer Science, Information Systems, Project management or another related field.
  • At least 3 - 5 years hands on technical experience in ecommerce or OMS development, software quality assurance or infrastructure environments.
  • Knowledge of the ecommerce business model (i.e., Fulfillment/Shipping needs, Customer Service, User Experience, promotions planning, etc.) a plus.
  • Sterling OMS and/or Salesforce Commerce Cloud experience required.
  • Ability to interact effectively with internal business teams, at different levels of the organization.
  • Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects.
  • Microsoft Office, JIRA experience.
  • Self-motivated and results oriented.
  • Ability to work effectively individually and in a team environment.
  • Excellent written and verbal communication skills.
  • Willing to work flexible hours, as needed, to hit project deadlines or address production issues. Limited evening and weekend work is required.

Location: Remote / NYC

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