Application Support Analyst II - Work from home

All candidates must be located within Seattle, Chicago, or Dallas. This role is 100% remote for the length of the contract, and candidates must be willing to go on-site if and when converted to a full‑time employee. All candidates must also have experience troubleshooting in an e‑commerce production environment; any candidate that does not have this experience will be disqualified IMMEDIATELY.

One of our largest retail partners is looking to build an experienced and reliable team of analysts to support its International eCommerce solution. This team will require a sound understanding of Incident Management practices and the ability to deliver against the established SLAs on the response and resolution of tickets, along with the ability to strategically improve and build upon the established practices.

Individuals must possess a passion for troubleshooting anomalies identified within the solution landscape and vetting out the root cause, take ownership to continuously improve existing processes and practices, and possess a hunger to grow and learn through daily activities while reaching beyond their comfort zone to build knowledge and experience. All while creating a team that is effectively and collaboratively engaged.

These individuals must have strong communication skills demonstrating their ability to collaborate with Business Stakeholders, Engineers, Solution Architects, Release Managers and various levels of management. They must be proficient in time management, demonstrate a strong sense of urgency along with an ability to work under pressure while still delivering on schedule. Must have the flexibility and be able to work effectively on multiple Support tickets at one time – prioritizing daily work to meet the needs of the Production Support engagements.

• Provide 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets
• Proactively monitor eCommerce Websites using tools to ensure they are up and operational (24X7X365)
• Set up automated monitors/alerts for P1/P2 tickets/issues
• Triage tickets and suspected issues using available resources (tools and audit logs) and update tickets accordingly
• Execution should always be in support of the SLA’s agreed to with the business
• Respond ASAP to P1 Critical/Site Down issues executing on critical steps for resolution (e.g., open a conference bridge, send our Incident Notification email, collect critical information and facilitate problem resolution, etc.)
• Continuously improve problem management processes (e.g., Root Cause Analysis documentation, email & SMS notification processes, accurate distribution lists, etc.) and share with all market teams
• Create processes/checklists/automation that provide ongoing system health checks with a target of keeping the systems up and functioning 24X7 X365
• Available to work nights and weekends as necessary and perform 24x7 on‑call support on a rotational basis
• Create and maintain a Knowledge Base for teams' ongoing reference and use
• Monitors, triages and escalates Production issues as appropriate to Level 3 & Level 4 Support & Engineering teams
• Keep Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis
• Coordinate issues with 3rd Party systems and communicate effectively with multiple teams
• Coordinate quarterly audit reviews (e.g., VPN users, etc.)
• Facilitate and coordinate change approvals for production releases as required
• Share weekly reports and monthly dashboards on production tickets
• Lead and participate in weekly team meetings

Monitoring tools, E‑commerce, Troubleshooting, Support, Technical support

• Familiarity troubleshooting SAP Hybris
• Monitoring tools

• Experience supporting mobile solutions
• Excellent verbal and written communication skills and the ability to communicate with all levels of the organization from high level 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 service skills and superior telephone etiquette
• Demonstrate…