eCommerce Apps Support Analyst

Satellite Office; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Career opportunities

Dynamic retail environment

Learning and growth

Vibrant team culture

Job summary

SRG is seeking a 2nd level eCommerce IT support professional to ensure uptime for online and digital platforms. You will resolve issues, monitor key systems, and coordinate with vendors and users to gather details and drive fixes.

Hands-on with eCommerce tech, SQL scripting, and analytics tools, you will help maintain service levels and improve processes in a fast-paced retail tech environment.

Qualifications

• Analytical problem-solving abilities and data-driven mindset.
• Strong communication and collaboration within teams.
• Ability to handle high-pressure situations and deadlines.
• Experience supporting eCommerce platforms and IT systems.
• Familiarity with incident management processes.

Responsibilities

• 2nd level systems support and SLA-based resolution to keep systems available.
• Monitor critical eCommerce and Digital IT systems for uptime.
• Escalate complex issues to next-level support or vendors.
• Gather details from users about problems or requests.
• Maintain up-to-date status of logged issues/requests.
• Perform daily checks and reprocess data when errors occur.
• Collaborate with Test Team to improve test scripts and reduce issues.
• Train users to effectively use SRG digital systems.

Skills

Analytical skills

Problem solving

Communication skills

Team collaboration

Customer service

Ability to work under pressure

Tools

SQL

New Relic

Pingdom

Google Analytics

JIRA

Confluence

Slack

AWS (Desirable)

Job description

Summary

Excellent opportunity to support eCom and Digital applications used within an iconic Australian owned global retail business

• Australian owned global retail business
• Career Progression
• A vibrant, team culture where we embrace pace, encourage new ideas & leadership

Who We Are

We are an iconic Australian owned global retail organisation that includes Australia's most successful retailers encompassing the Spotlight, Harris Scarfe, Mountain Designs & Anaconda brands the eCommerce team plays an integral role in supporting organisational growth through assisting our leaders to ensure a streamline outcome across online and fulfilment of orders.

It's a hands-on, fast-paced culture that rewards initiative and great ideas - and like any family, we back you to achieve your potential with excellent training and career development opportunities.

What You Will Be Doing

• 2nd level systems support and problem resolution in accordance with SLAs to ensure system availability
• Monitor and ensure the operation of critical eCommerce and Digital IT systems
• Escalation of resolution to next level support or third party
• Liaising with users to obtain specific details about a problem or request
• Call administration - Maintain an up-to-date status of a logged issue/request
• Daily checks and data reprocessing when errors occur
• Liaise with the Test Team to ensure continuous improvement of test scripts to minimise support issues
• Work with and train users to leverage SRG digital systems to meet business objectives

About You

• Must have 3+ years' experience supporting eCommerce platform, ideally Hybris / SAP Commerce or CommerceTools
• Must have hands-on experience with SQL scripting and analysing logs to help trouble shoot
• Excellent analytical, problem solving and consulting skills
• Identify and resolve web content and functional issues
• Liaise with the developers and vendors to resolve more complex issues
• Experience working in a team-oriented, collaborative environment
• Strong problem solving and customer service skills to manage internal and external customers
• Ability to articulate ideas, challenge thinking and influence outcomes within the business function
• Excellent communication skills - listening, written and verbal
• Demonstrated ability to work under pressure, work to deadlines and multi task under limited supervision
• Experience working with Incident Management systems
• Experience working with monitoring tools such as New Relic, Pingdom, Google Analytics, etc
• Experience working with collaboration tools such as JIRA, Confluence, Slack, etc.
• Desirable - knowledge about AWS
• Desirable - experience working in a retail business

Benefits

• Supportive working environment with career opportunities across SRG
• A varied, exciting and ever evolving retail environment
• A chance to learn and grow your career in your chosen domain
• A vibrant, team orientated culture where we embrace pace and encourage new ideas