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eCommerce Service Analyst – ATG

Job Reference: ECAAL/15617HB

Salary: £60000 - £68000 Per Annum Benefits

Salary per: Annum

Job Duration:

Vacancy Posted: 12-11-2018

Contract Type: Permanent

Location: England, Greater London, London

eCommerce Service Analyst required for a leading global retail client in London on a permanent basis

The eCommerce Service Analyst will work with Business and IT resources performing support and operations tasks required to insure the smooth day to day functioning of the clients digital portfolio of global web store and omni-channel applications


* Work with business teams, internal IT resources, third party development partners, hosting partners, and other service providers to insure the smooth day to day operation of the clients digital applications
* Troubleshoot, document, and resolve support issues and service interruptions related to the clients digital applications.
* Drive efforts to identify root cause and deliver resolutions for system and process failures within defined SLAs
* Perform regular operations activities related to order reconciliation, service management, reporting, and SLA adherence
* Participate in various phases of QA and testing activities for software releases
* Provide end user support to business colleagues across the core Oracle Commerce(ATG) platforms including BCC and CSC
* Provide end user support to business colleagues for JIRA Software, JIRA Service Desk, Confluence
* Provide assistance monitoring 3rd party systems integrated with the clients digital applications
* Provide assistance determining correct thresholds, rules, and response SLAs for service monitors including Synthetic Traffic Monitoring, Application Performance Monitoring, CDN Monitoring, and Analytics
* Maintain a knowledge of the core business drivers to ensure correct coordination, prioritization, and escalation of associated support activities
* Create and update system diagrams and process flows on an ongoing basis
* Maintain systems operations run book


* Bachelor’s Degree with experience providing application support for eCommerce platforms within a retail business domain – Oracle Commerce(ATG) experience preferred
* Candidate should be able to apply specific knowledge of business domain and knowledge of systems technology capabilities for problem solving providing operational support
* Experience providing first- and second-line support and managing escalations
* Experience with multi-tier systems analysis, support and troubleshooting with an ability to understand complex environments
* Proficient in MS Office products (Word, Excel, Power Point, Project, Visio)
* Experience working with website monitoring and content delivery network (CDN) systems
* Strong analytical and good communication skills to interact with internal business users and external vendors
* Ability to set and manage expectations with business partners, IT resources, and third parties
* Must have strong writing skills with the ability to convey clear and concise thoughts and ideas
* Ability to identify, research, prioritize and resolve multiple complex and critical production data and application issues
* Ability to take initiative and move projects forward with limited direction
* Good understanding of relational databases, data design and normalization
* Familiar with Agile and Waterfall development methodologies
* Must be willing to travel

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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