Applications Support Analyst

Description

Provide level 2/3 technical support for Magento e-commerce platforms and digital retail applications
Initiate and Lead SEV1 calls with internal and external stakeholders
Act as a subject matter expert for our eCommerce applications, providing advanced technical support to the team and stakeholders
Analyze system logs and performance metrics to proactively identify potential issues and recommend improvements
Lead efforts to optimize eCommerce application performance and reliability
Provide production support off-hours, including nights and weekends, when required
Manage and ensure attainment of support SLAs
Collaborate with development and operations teams to drive continuous improvement
Provide level 2/3 support for retail point of sale platform beyond our level 1 helpdesk resources (e.g. product inventory, pricing & promotions, and product attribute support)
Liaise with retail store managers and sales managers to understand details of tickets and to communicate resolutions
Test fixes and new enhancements on Magento and point of sale system
Act as bridge between internal uses and external software developers and engineers
Identify root cause of issues and propose system fixes
Identify enhancements that will reduce production support
Communicate new functionality being released for eCommerce and point of sale systems
Create training guides/work instructions on best practices for using system functions
Support deployments off-hours via testing and communications with internal user community
Some travel required for site visits and to learn processes, less than 5%

Responsibilities

• 2+ years working in a Level 2/3 IT support function.
• Excellent written and verbal technical communication required
• Help desk software experience required (Zendesk preferred)
• Experience with Magento 2.3+ required
• Experience with a Magento instance that is integrated with an ERP system required
• Preferred experience with ERPs, ideally SAP
• Experience working in an Agile/Scrum software development environment a plus
• 3+ years of experience in eCommerce application support or related field.
• Proficiency in troubleshooting and resolving complex technical issues in an eCommerce environment.
• Strong analytical and problem-solving skills.
• Demonstrated leadership and mentoring abilities.
• Software development education/experience desired