Support Analyst with Sap Hybris

Role: Support Analyst with Sap Hybris

Location: Issaquah WA or Dallas TX (Hybrid)

Employment Type: Contract

Job Duties/Essential Functions

Identifies and resolves problems often anticipating issues before they occur or before they grow; developsand evaluates options and implements solutions.

Manages incidents and tasks by identifying tracking and driving support deployment or systemissues to a timely resolution.

Supports the lifecycle of systems and the relatedcomponents from development to retirement.

Installs facilitates and/or performs quality assurancetesting on supportedsystems.

Develops utilizes and maintains tools and scripts to automate deployments create reporting and meet supportneeds.

Conducts indepth analysis to increase systemperformance quality and/orefficiency.

Creates and maintains effective relationships with the business and information technology teams.

Creates and follows IT policies processes procedures and/or regulatory standards.

Provides 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets.

Monitors eCommerce Websites using Centralized Dashboards to ensure they are up and operational (24X7X365).

Logs tracks and responds to automated system alerts for critical issues with Website sand Backend systems.

Triages tickets during the shift using resources available (tools and audit logs) and updates them accordingly.

Follows execution steps in adherence with the SLAs agreed to with the Business.

Responds quickly to P1 Crist/Site Down issues executing on critical steps for resolution (ie. open a conference bridge send our Incident Notification email collect critical information and facilitate problem resolution etc.).

Improves problem management processes (ie. Root Cause Analysis documentation email and SMS notification processes accurate distribution lists etc.) and shares with all Market teams.

Creates processes/checklists/automation that provide ongoing system health checkswith a target of keeping the systems up and functioning 24X7X365.

Creates and maintains Knowledge Base for teams ongoing reference and use.

Monitors triages and escalates Production issues as appropriate to Level 3/Level4 Support and Engineering teams.

Keeps Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis.

Coordinates issues with 3rd Party systems and communicates effectively with multiple teams.

Coordinates quarterly audit reviews for PCI (i.e. VPN users PAN Credit card data Firewallrules etc.).

Facilitates and coordinates change approvals for Production releases as required.

Leads and participates in daily/weekly and monthly AllHands team meetings.

Understands and adheres to the clients Mission Statement and Code of Ethics.

Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles equipment or machinery

Computer phone printer copier fax

Experience Skills Education & Licenses/Certifications

Required:

Prior experience in eCommerce Solutions (SAP Commerce/Hybris) Firebase Flutter and Mobile APIs.

Good working knowledge of Gray logs Zabbix AppDynamics Status Cake or similar monitoring tools.

Excellent verbal and written communication skills with the ability to communicate with all levels of the organization from senior management to staff level teams

Extreme responsiveness with ability to work under pressure in a crisis situation maintaining a clear sense of urgency.

Superior work ethic with a positive can do attitude.

Excellent customer services kills and superiortelephone etiquette.

Demonstrated attention to detail and excellent time management.

Superior collaboration skills.

Flexibility with the ability to change priorities quickly focus on new ones without distraction.

Ability to deal with conflict and work under pressure to meet deliverable commitments.

Technical aptitude and a passionfor learning about new emerging technologies.

Ability and willingness to travel internationally and adjust work hours to accommodate international teams.

Scheduling flexibility to meet the needs of the business in a 24x7x365 operations environment evening weekend and holiday work.

Recommended:

Overall work experience of 5 years.

Higher Education courses in Computer Science or in a related technicalfield preferred.

Experience with projects focused on both infrastructures and software solutions.

Knowledge of French Spanish Korean and Mandarin is a plus.

Proficient in the use of Google products: email spreadsheet document presentation and analytics.

Successful internal candidates will have spent one year or more on their current team.