Business/Web Support Analyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
As a Business/Web Support Analyst, you will be responsible for assisting in the management of technology products & systems. You will be responsible for assisting with the day-to-day administration of operational tasks to help keep the business running by coordinating between business stakeholders & technology teams. You will manage request backlogs and work with both technology & business stakeholders to ensure that requests are properly understood, prioritized and followed through to completion. You will also help facilitate projects by coordinating meetings & working with stakeholders to gather and communicate business requirements & priorities. You will specifically be working with the systems that are core to the operation of an online media licensing company. You may be working with systems including E-commerce engines, Digital Asset Management systems, SAP and other financial systems as well as the front-end website. Responsibilities Coordinate between marketing & development team for the setup & configuration of online promotions. Act as the main point of contact for resolving customer support issues by coordinating between customer service & technical teams to resolve issues. Respond to questions & requests for technical support from business stakeholders in a timely manner. Maintain & prioritize a product backlog of issues & enhancements for development. Become a subject matter expert in the eCommerce, CRM, & Digital Asset Management systems that run the website. Research both technical & business operation issues to provide recommended solutions that meet the customer need within a resource constrained environment. Understand the root cause of issues & drive overall process improvements to help improve overall business performance. Act independently to drive small projects to completion by understanding requirements, recommending solutions, and driving implementation of the work with development teams. Qualifications A bachelor's degree in: Information Systems, Informatics, or similar 1 - 2 years' experience in an eCommerce or IT support environment Proven planning and coordination skills. Highly organized and detail oriented. Experience and comfort with presenting/leading groups of people. Ability to influence others beyond your official level Beginner to intermediate level knowledge of SQL for adhoc queries, reporting & research. Advanced level knowledge of Microsoft Word, Excel and PowerPoint. Experience with SharePoint is a plus Experience with E-commerce, DAM, or financial systems a plus Customer service experience is a plus Experience working with software development teams in an agile environment
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