Staples Sr Analyst ecommerce in Framingham, Massachusetts
Primary Duties and Responsibilities:
Senior Analyst eCommerce will be a key member of the Business Site operation team that manages the day to day eCommerce site operations of Staples.com and StaplesAdvantage.com, driving site operational quality. Focus on “front end” site operational needs and issues inclusive of desktop and mobile operations.
The ideal candidate has a decisive and tenacious approach to the analysis of technical problems, along with a strong internet background with understanding of underlying web technologies. Along with providing second level technical support, the individual that fills this position will work closely with multiple IT and Business teams
that support the websites.
Provide troubleshooting andproblem-solving support of StaplesAdvantage.com and Staples.com. Afterpinpointing the area of failure, escalate issues to the IT team or otherteam responsible for that system
Meet Service Level Agreementrequirements for eService Helpdesk tickets. Manage the team’s servicelevel reports, and then analyze the findings and make recommendations tomanagement for solutions to problems or inefficiencies that are found.
Business representative inEngineering SWAT sessions for critical site operational incidents
Delivery of automated solutionsand supporting business processes
Streamlining operations to driveincreased customer satisfaction, revenue, and speed to market
Collaborate with Customer Servicepartners to resolve customer service issues
Manage tool deployment, proactivesupport and troubleshooting
Analysis of Voice of Customerprogram trends via OpinionLab, on-line chat data, and Tealeaf as sourcefor immediate detection of operational and technical issues
Participate in regular reviewswith Global Technology partners and Product Domain partners to ensurecross-functional understanding of highest severity and thematic siteoperational issues
Perform site operational/contentupdates (e.g. in Teamsite and Product Catalog Toolsuite) as needed tocorrect site issues
Partner with Global Technology toensure root cause is determined for site operational issues (with emphasison highest severity issue types)
Provide input from a supportviewpoint during the Define phases of website enhancement projects,participate in User Acceptance Testing as well as testing and learning ofthe new functionality.
Assist manager in thecoordination of testing efforts for maintenance releases, which includebug fixes and small enhancements. Will require periodic weekend/eveningwork availability.
Other - communicate statusregularly to stakeholders. Insure customer concurrence has been reachedbefore closing the issue. Write and dispatch Site Communications when siteperformance becomes affected or downtime maintenance is scheduled
Generate and analyze reportingdata
Build and maintain operationdashboards
Regular impactful communicationof progress and results relative to KPIs
Build operational process flowsand troubleshooting guides
Bachelor’s degree or equivalent experience
4+ years site operations or product management or equivalent experience with web technologies
General knowledge of web technologies and software development process with hands on experience
Knowledge and experience with network architecture and environments a strong plus
Highly flexible, excellent work ethic, positive attitude with a professional demeanor
Strong analytical thinking and problem solving abilities with strong desire to learn
Strong communication skills, both written and verbal
Self-motivated, organized, and detail oriented
Ability to prioritize multiple projects with the appropriate sense of urgency and follow them through to resolution
Experience with any of the following tools a plus: Tealeaf, Service now, AS400, UNIX, Versionone, JIRA, IBM DB2 query (or other query language), third party procurement systems (ex: Ariba) a plus
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.