• Ecommerce Technical Support Analyst

    Job ID
    Digital/Social Media
    Floor 4
    Street 2
    Danzigerkade 215
  • Overview

    Reporting to the Site Manager, EMEA the Ecommerce Technical Support Analyst is an essential role within the Site Management team. They will lead in the delivery of a stable and progressive Ecommerce platform for EMEA, enabling the future growth plans.



    • Primary contact for initial investigation and resolution of site issues
    • Overseeing the eCommerce development roadmap
    • Responsible for liaising within the relevant teams and departments to build the development requirements and business priorities
    • Lead on ticket prioritization and management, and give visibility to the business of the status of both defect and enhancement requests
    • Gather business requirements to provide definition and co-ordination for development to be worked
    • Build and maintain reports to give visibility on both defect and enhancement projects to the wider business
    • Analyse the pre/post impact of monthly project releases, which contain multiple Jira tickets and defects, providing feedback to the global development team
    • Actively seek opportunities to increase the stability and performance of the website
    • Lead UAT and regression testing in collaboration with the relevant business users and stakeholders
    • Develop technical training and platform management documentation for business users



    •  The Ecommerce Technical Support Analyst is expected to strategically support the following internal customers within the EMEA region: Ecommerce, Customer Services, Marketing, Finance, Merchandising and Logistics. As time allows, insights and knowledge sharing is expected across additional functions and departments.





    • Experience in eCommerce platform operations and development
    • Experience in incident management and establishing the necessary internal processes
    • Ability to understand and troubleshoot basic XML, HTML, JS and CSS
    • Technical knowledge on eCommerce platforms (ideally Salesforce Commerce Cloud)
    • Experience with ticket management systems (ideally Jira)
    • Ideally with experience in working within a large organisation with multiple stakeholders and remote development support
    • Strong analytical and problem solving skills
    • Good communication skills at all levels
    • Strong influencing skills, to ensure maximum output in development
    • Experience working in a retail/ecommerce environment
    • A natural interest optimising the eCommerce platform
    • Able to travel on occasion
    • Fluent in English, other European languages are an advantage
    • Excellent communication skills to promote respectful and collaborative team environment.



    • Bachelor’s degree in IT or equivalent education degree



    • 2+ years of ecommerce or digital experience.
    • Exposure to ecommerce and business practices
    • Proven ability to collaborate with cross functional teams to deliver solid business results.
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