Staples Sr Analyst ecommerce in Framingham, Massachusetts

Description

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.

Primary Responsibilities

  • 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

Qualifications

Basic Qualifications:

  • 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

Preferred:

  • 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.