Italy

Treviso, Italy

Commercial
Sales

E-COMMERCE SERVICE DESK ANALYST (M/F/X)

Job Responsibilities

For our Global E-Retailer and E-commerce Department, we are looking for a talented Service Desk Agent (or Incident Analyst) to cover a new role inside the Service Operation structure. The resource will focus on maximizing our E-commerce Availability through the coordination of the different teams and processes.
The selected candidate will report to our Group Digital Systems Manager, being the first line support in case of E-commerce Incidents impacting final customers, such as server outages, performance degradation, checkout blocking issues. Through the collection of inputs coming from opened tickets, escalated communications, or Monitoring tools Alerts.

In detail the person will be responsible for the following areas:

• 1st line support contact, for high-priority Incidents.
• Proactive Monitoring through: RUM, APM, Synthetic tools. Anticipation of Incidents before they become publicly evident. Identify coverage and efficiency gaps in available data and tooling. Develop detection criteria across a broad range of technologies and log sources
• Support Incident Response Lifecycle via Triage, Analysis, Resolution (bug fixing, configuration, etc...), or Re-assignation of the Incidents to the second line support team (System Integrator, Internal Dev, WebOps, Cloud partners)
• Keep the Company status page up to date with any incident updates
• Drive efficient process development and documentation for all aspects of the Incident Response lifecycle Manage
• Plan in conjunction with our Ecommerce and Performance marketing team the necessary infrastructure ramp up ahead of any foreseen peak.
• Dashboards creation for E-commerce Ecosystem ongoing Monitoring
• 2nd line support contact, for low-mid priority incidents
• Support the business stakeholders in the following areas: Backoffice (Commerce Manager), CMS (Content Management System), PIM ( Product Information Management), DAM ( Digital Asset Management), and CIAM ( Customer Identity Access Management)

Job Profile

The ideal candidate:
- 3 to 5-year experience in a similar role;
- Provide after-hours support on an on-demand basis;
- Proven Experience working on Service Operation roles for web environments;
- Proven Experience managing Monitoring tools (RUM, APM, Syntetic), and using their insights to diagnose and resolve the problems presented;
- Backend Coding knowledge in Object-oriented languages and Relational DBs;
- Frontend Coding knowledge in web development (HTML, CSS, JS);
- Graduate in technical disciplines (Computer Science, Computer engineering or similar);
- Able to work under pressure during the Incidents, coordinating the different teams so they excel with respect of any SLA, escalating when necessary;
- Approach any challenge in a logical, analytical and methodical way applying all the necessary required procedures;
- Organized, disciplined, goal-oriented respecting challenging deadlines;
- Business-oriented vision and passion to the emerging technology;
- Able to communicate in a professional manner in both Italian and English;
- Able to work with effectiveness in an International team and context;
- Interested and passionate about Digital subjects;

Desirable;
- JAVA
- REACT framework
- SAP Commerce Cloud, SAP Customer Data Cloud, SAP C4C
- Experience in Web/Ecommerce as a Technical Analyst or Project Manager / Delivery Manager

Skills, capabilities, competencies:
• Dynatrace, New Relic, Stackify or alike (Alert&Warning setup, Dashboard creation)
• Noibu or alike
• Ticketing tools (Wrike or alike)
• Suite Atlassian (Jira, Confluence)
• Page status management