Career Opportunity
Analyst, Ecommerce Operations
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Company Description
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
The Production Operations Analyst will report to the Manager of Technology Production Operations and is responsible for monitoring all day-to-day operations of production systems within the Ralph Lauren e-Commerce platform. The Technology Production Operations Analyst will interact with developers, release managers, application engineering and system administrators and all third-party vendors to maintain a strong support team and quality production environment.
Essential Duties & Responsibilities
- Point of contact for all production issues and operational support status of all global ecommerce sites (as assigned) including related internal and third-party applications and services that support the ecommerce platform.
- Log and track production issues and see them through to resolution.
- Communicate effectively with e-Commerce development teams, business partners, and IT partners to prioritize, mitigate, resolve and report on root-cause.
- Leverage hands-on experience to lead team to triage and escalate issues to third level support as appropriate.
- Work closely with the developers, release managers, and first-level service desk support team to facilitate acceptance and release of new systems and features.
- Deliver regular site performance reports daily, weekly and monthly.
- Track and gather data for measuring operational trends and identifying areas for improvement.
- Maintain quality service by establishing and enforcing organizational standards.
- Demonstrate the ability to complete multiple tasks under pressure.
- Willing to work flexible hours, as needed, to hit project deadlines or address production issues.
- Maintain operational documentation and knowledge base to streamline incident resolution.
Experience, Skills & Knowledge
- Computer Science, Information Systems, Project management or other related field, or equivalent work experience.
- Technical experience in development, software quality assurance or infrastructure environments.
- Previous SF Commerce Cloud experience (formerly Demandware) a preferred.
- Knowledge of the ecommerce business model (i.e. Fulfillment/Shipping needs, Customer Service, User Experience, promotions planning, etc.) a plus.
- Sterling OMS experience a preferred.
- Ability to interact effectively with internal business teams, at different levels of the organization.
- Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects.
- Microsoft Office, JIRA experience.
- Some experience in analysis and documentation of functional requirements for ecommerce projects.
- Self-motivated and results oriented.
- Ability to work effectively individually and in a team environment.
- Excellent written and verbal communication skills.
- Limited evening and weekend work is required.
