Ecommerce Analyst

7 days ago

Issaquah, United States K&K Global Talent Solutions Inc. Full time

K&K Talent Solutions inc is an International recruiting agency that has been providing technical resources in the European, Canada and the USA region since 1993.

This position is with one of our clients in USA , who is actively hiring candidates to expand their teams.


Role: E-commerce Support Analyst

Location: Issaquah, WA or Dallas, TX (Hybrid)

Employment Type: Contract



Job Duties/Essential Functions

  • Identifies and resolves problems, often anticipating issues before they occur or before they grow; developsand evaluates options and implements solutions.
  • Manages incidents and tasks by identifying, tracking, and driving support, deployment, or systemissues to a timely resolution.
  • Supports the lifecycle of systems and the relatedcomponents from development to retirement.
  • Installs, facilitates, and/or performs quality assurancetesting on supportedsystems.
  • Develops, utilizes, and maintains tools and scripts to automate deployments, create reporting, and meet supportneeds.
  • Conducts in-depth analysis to increase systemperformance, quality, and/orefficiency.
  • Creates and maintains effective relationships with the business and information technology teams.
  • Creates and follows IT policies, processes, procedures, and/or regulatory standards.
  • Provides 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets.
  • Monitors eCommerce Websites using Centralized Dashboards to ensure they are up and operational (24X7X365).
  • Logs, tracks, and responds to automated system alerts for critical issues with Website sand Backend systems.
  • Triages tickets during the shift using resources available (tools and audit logs) and updates them accordingly.
  • Follows execution steps in adherence with the SLA’s agreed to with the Business.
  • Responds quickly to P1 Crist/Site Down issues, executing on critical steps for resolution (ie. open a conference bridge, send our Incident Notification email, collect critical information and facilitate problem resolution, etc.).
  • Improves problem management processes (ie. Root Cause Analysis documentation, email and SMS notification processes, accurate distribution lists, etc.) and shares with all Market teams.
  • Creates processes/checklists/automation that provide ongoing system health checkswith a target of keeping the systems up and functioning 24X7X365.
  • Creates and maintains Knowledge Base for teams 'ongoing reference and use.
  • Monitors, triages, and escalates Production issues as appropriate to Level 3/Level4 Support and Engineering teams.
  • Keeps Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis.
  • Coordinates issues with 3rd Party systems and communicates effectively with multiple teams.
  • Coordinates quarterly audit reviews for PCI (i.e. VPN users, PAN Credit card data, Firewallrules etc.).
  • Facilitates and coordinates change approvals for Production releases as required.
  • Leads and participates in daily/weekly and monthly All-Hands team meetings.
  • Understands and adheres to the clients Mission Statement and Code of Ethics.
  • Regular and reliable workplace attendance at your assigned location.
  • Ability to operate vehicles, equipment or machinery
  • Computer, phone, printer, copier, fax

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