eCommerce Incident Management Business Analyst

Illinois  ‐ Onsite
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Description

Position Description:
  • We are looking for a motivated, quick-learning, detail oriented individual to join our team as a Business Technical Analyst focused on Incident (software defect) Management for the game-changing eCommerce Platform throughout all phases of the Software Development Lifecycle.

Responsibilities:

  • Partnering with our global business and IT stakeholders to elicit incident priorities and identify patterns
  • Working with support and development teams from internal and external partners to ensure services delivered meet expectations
  • Monitoring service levels, identifying trends, assisting in continual service improvements
  • Reporting periodic metrics to the product, solution, program, and business teams
  • Managing expectations related to Incident Management delivered to the Business
  • Addressing related escalations and ensuring communications are distributed accordingly
  • Following-up with internal clients about in-progress and completed tasks to ensure client satisfaction
  • Understanding the value and interconnected nature of the various components necessary to deliver individual capabilities in the eCommerce Platform, Back End systems, and Digital Customer Channels
  • Remaining current on Incident Management practices, techniques, and tools
  • Creating and maintaining documentation pertaining to work processes while adhering to established standards
  • Improving documentation practices and summarizing detailed technical information into more business/contextual deliverables
  • Partnering with eCommerce Platform Business Analysts to validate that requirements are being met in technical designs and software deliveries
  • Serving as a subject-matter expert for the functionality of the eCommerce Platform
  • Flowcharting processes in logical diagrams
  • Reviewing test cases to ensure coverage by the QA team's efforts
  • Will not be troubleshooting the incidents themselves - will be managing the process.
SKILLS:

Experience and Skills Required:
  • 2-4 years of experience as an Incident Manager, familiar with Incident/Problem Management processes
  • Organization skills and communication expertise complimented by a technology background
  • Confidence with managing major business-impacting issues
  • Ability to quickly learn the technology and business structure
  • Oral communications: Proven ability to express ideas verbally, including good presentation skill
  • Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought, and orderliness of presentation
  • Strong technical problem solving skills with multiple teams
  • Strong time management and organizational skills
  • Ability and desire to work in a fast paced, often changing, and sometimes ambiguous environment
  • Detail oriented
  • Balance multiple priorities successfully
  • Proactive, self-motivated, and team-working
  • Customer service focus
  • General knowledge of eCommerce, smartphones, and web/mobile applications
  • Must have business and technical background.
  • Need to have worked in the realm of Incident Management on an eCommerce platform before.
  • Most work is pre-production, so the highest number of incidents come through during the QA phase.
  • Experience reading/understanding XML/JSON a big plus. Do not need to know how to code.
Experience Preferred:
  • 3-5 years of professional work experience
  • Experience working on eCommerce solutions
  • Experience working on consumer-facing mobile applications
  • Experience with requirements management or change management system
  • Help desk experience
Required Technology Skills:
  • Solid understanding of the Software Development Lifecycle
  • Knowledge of software development and delivery principles and methodologies
  • Ability to understand complex technology solutions
  • Intermediate to advanced skills working with Microsoft Excel, Word, Visio and PowerPoint
  • Intermediate to advanced skills working with task management systems (eg JIRA, Peregrine, ServiceNow)
  • General understanding of JSON and XML
Preferred Technology Skills:
  • Experience with various software development methodologies
  • Experience in Visual Basic, SQL, or general programming
  • 1-2 years software support experience
Additional Skills:
  • Incident Management
  • Analysis
  • Ability to follow up
  • JIRA
  • Peregrine
Start date
n.a
From
Synectics
Published at
21.05.2015
Project ID:
908443
Contract type
Freelance
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