Ecommerce Incident Management Business Analyst

POSITION DESCRIPTION:

- We are looking for a motivated, quick-learning, detail oriented individual to join our team as a Business Technical Analyst focused on Incident (software defect) Management for the game-changing eCommerce Platform throughout all phases of the Software Development Lifecycle.

RESPONSIBILITIES:

- Partnering with our global business and IT stakeholders to elicit incident priorities and identify patterns
- Working with support and development teams from internal and external partners to ensure services delivered meet expectations
- Monitoring service levels, identifying trends, assisting in continual service improvements
- Reporting periodic metrics to the product, solution, program, and business teams
- Managing expectations related to Incident Management delivered to the Business
- Addressing related escalations and ensuring communications are distributed accordingly
- Following-up with internal clients about in-progress and completed tasks to ensure client satisfaction
- Understanding the value and interconnected nature of the various components necessary to deliver individual capabilities in the eCommerce Platform, Back End systems, and Digital Customer Channels
- Remaining current on Incident Management practices, techniques, and tools
- Creating and maintaining documentation pertaining to work processes while adhering to established standards
- Improving documentation practices and summarizing detailed technical information into more business/contextual deliverables
- Partnering with eCommerce Platform Business Analysts to validate that requirements are being met in technical designs and software deliveries
- Serving as a subject-matter expert for the functionality of the eCommerce Platform
- Flowcharting processes in logical diagrams
- Reviewing test cases to ensure coverage by the QA team's efforts
- Will not be troubleshooting the incidents themselves - will be managing the process.

SKILLS:

EXPERIENCE AND SKILLS REQUIRED:

- 2-4 years of experience as an Incident Manager, familiar with Incident/Problem Management processes
- Organization skills and communication expertise complimented by a technology background
- Confidence with managing major business-impacting issues
- Ability to quickly learn the technology and business structure
- Oral communications: Proven ability to express ideas verbally, including good presentation skill
- Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought, and orderliness of presentation
- Strong technical problem solving skills with multiple teams
- Strong time management and organizational skills
- Ability and desire to work in a fast paced, often changing, and sometimes ambiguous environment
- Detail oriented
- Balance multiple priorities successfully
- Proactive, self-motivated, and team-working
- Customer service focus
- General knowledge of eCommerce, smartphones, and web/mobile applications
- Must have business and technical background.
- Need to have worked in the realm of Incident Management on an eCommerce platform before.
- Most work is pre-production, so the highest number of incidents come through during the QA phase.
- Experience reading/understanding XML/JSON a big plus. Do not need to know how to code.

EXPERIENCE PREFERRED:

- 3-5 years of professional work experience
- Experience working on eCommerce solutions
- Experience working on consumer-facing mobile applications
- Experience with requirements management or change management system
- Help desk experience

REQUIRED TECHNOLOGY SKILLS:

- Solid understanding of the Software Development Lifecycle
- Knowledge of software development and delivery principles and methodologies
- Ability to understand complex technology solutions
- Intermediate to advanced skills working with Microsoft Excel, Word, Visio and PowerPoint
- Intermediate to advanced skills working with task management systems (eg JIRA, Peregrine, ServiceNow)
- General understanding of JSON and XML

PREFERRED TECHNOLOGY SKILLS:

- Experience with various software development methodologies
- Experience in Visual Basic, SQL, or general programming
- 1-2 years software support experience

ADDITIONAL SKILLS:

- Incident Management
- Analysis
- Ability to follow up
- JIRA
- Peregrine