Beschreibung
Main Purpose of Job
Job Title: eCommerce Analyst
The eCommerce analyst focuses on:
- Analyze and action call center/business reported incidents and requests
- Perform technical troubleshooting of web platform/eCommerce solution
- Work on continuous improvement projects.
Reports to: Onsite/Nearshore team lead - B2C eCommerce
Main Responsibilities
Incident & Request Management
- Handle technical incidents reported by call centres/business within stipulated SLA. Perform in depth technical analysis to attain immediate fix, permanent fix and root cause analysis of issues reported on global eCommerce web shops.
- Process service requests from call centres/business within stipulated SLA Process standard and one time service requests as per defined documentation and processed, create/update documentation wherever necessary.
- Business analysis perform business analysis for markets on eCommerce data in the system to understand the different business trends and developments
Availability and Performance monitoring
- Action monitoring tool alerts Check and action, alerts received from different monitoring systems to understand and narrow root cause, involve necessary teams for resolution.
- In Page analysis perform regular in-page performance analysis and recommend actions required to optimize the same.
Continuous Improvement
- Work with team leads to asses, analyse and suggest improvements on web platform (both infrastructure and application)
Dimensions/KPIs
SLAs adherence
Quality - good level of deliverables
KPI Rework + Late 90% (one of 10 configuration requests can be reworked or late for delivery)
Key Skills/Behaviors/Knowledge
Key Skills
- Web Server
- Magento/PHP
- Microsoft SQL
- Understanding of business processes within eCommerce
- Web platform infrastructure mgmt.
- Microsoft SharePoint
- Microsoft Commerce Server
Key Behaviors
- Achievement focus (ie high energy levels and commitment to end results)
- Communication skills with demonstrated clarity in spoken and written words
- Ability to work in a team in a dynamic environment
- Ability to translate complex concepts into simple models that can be more easily understood by other team members
Knowledge
- eCommerce business process
- Configuration of IIS
- Windows server operations and troubleshooting
- Microsoft SharePoint administration
- Microsoft SQL admin and programming
Training
- MCSA (recommended).
Recommended Qualifications
- 2+ years work experience in handling web solutions.