Ecommerce Technical Support Analyst

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted yesterday
Job Description
Ecommerce Technical Support Analyst APPLY NOW Job ID 14830 New Balance was founded on one simple maxim: we were born to move. For over a century, that idea has inspired us to support athletes of all kinds in their pursuit of excellence, whether that means winning a medal or just leading a more active lifestyle.But as proud as we are of our history, we’re even more excited about our future. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We seek leaders and pioneers – those kindred spirits who follow only their passions — because tomorrow belongs to the courageous of today.Join us in upholding a culture of integrity, teamwork, and community. Join New Balance and declare your independence. Overview Reporting to the Site Manager, EMEA the Ecommerce Technical Support Analyst is an essential role within the Site Management team. They will lead in the delivery of a stable and progressive Ecommerce platform for EMEA, enabling the future growth plans. Responsibilities • Primary contact for initial investigation and resolution of site issues • Overseeing the eCommerce development roadmap • Responsible for liaising within the relevant teams and departments to build the development requirements and business priorities • Lead on ticket prioritization and management, and give visibility to the business of the status of both defect and enhancement requests • Gather business requirements to provide definition and co-ordination for development to be worked • Build and maintain reports to give visibility on both defect and enhancement projects to the wider business • Analyse the pre/post impact of monthly project releases, which contain multiple Jira tickets and defects, providing feedback to the global development team • Actively seek opportunities to increase the stability and performance of the website • Lead UAT and regression testing in collaboration with the relevant business users and stakeholders • Develop technical training and platform management documentation for business users KEY CUSTOMERS: • The Ecommerce Technical Support Analyst is expected to strategically support the following internal customers within the EMEA region: Ecommerce, Customer Services, Marketing, Finance, Merchandising and Logistics. As time allows, insights and knowledge sharing is expected across additional functions and departments. Qualifications REQUIREMENTS FOR SUCCESS: • Experience in eCommerce platform operations and development • Experience in incident management and establishing the necessary internal processes • Ability to understand and troubleshoot basic XML, HTML, JS and CSS • Technical knowledge on eCommerce platforms (ideally Salesforce Commerce Cloud) • Experience with ticket management systems (ideally Jira) • Ideally with experience in working within a large organisation with multiple stakeholders and remote development support • Strong analytical and problem solving skills • Good communication skills at all levels • Strong influencing skills, to ensure maximum output in development • Experience working in a retail/ecommerce environment • A natural interest optimising the eCommerce platform • Able to travel on occasion • Fluent in English, other European languages are an advantage • Excellent communication skills to promote respectful and collaborative team environment. EDUCATION • Bachelor’s degree in IT or equivalent education degree EXPERIENCE • 2+ years of ecommerce or digital experience. • Exposure to ecommerce and business practices • Proven ability to collaborate with cross functional teams to deliver solid business results. Our Benefits:Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. In addition to a comprehensive traditional benefits package (medical, dental, vision, 401k, etc.) we proudly offer a slate of more nontraditional perks – opportunities like on/offsite seminars, customized team building sessions, tuition reimbursement, and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a flexible work schedule, gym discounts, fitness reimbursements, and volunteer opportunities, because work-life balance is more than just a buzzword – it’s part of our culture.Learn more about our company benefits.Equal Opportunity Employer: New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veteran, recently separated veteran, qualified disabled veteran or other protected veteran. APPLY NOW