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Digital Support Analyst
Ref No.: 17-09186
Location: Philadelphia, Pennsylvania
Position Type:Right to Hire
Start Date: 10/16/2017
Title: Digital Support Analyst II
Location: Philadelphia, PA
Rate: DOE
Duration: 6+ month contract to hire


General Description:

As a member of the Digital Team, the Digital Support Analyst will serve as a key team member for the overall customer satisfaction of the Operating Company eCommerce storefronts from a problem resolution perspective. They will also serve as backup to the team lead on any production outages to ensure timely resolution. Duties include, but are not limited, to:
  • Ensure high customer satisfaction and reliability of their ecommerce and other digital platforms.
  • Ensure ticket handling matches to support metrics/SLAs to ensure high customer satisfaction for their ecommerce and other digital platforms.
  • Establish and develop/grow positive working relationships with both external customers (operating company ecommerce managers) and internal customers (Digital functional and development teams, ERP, infrastructure, and other IT organizations).
  • Review, analyze, evaluate, prioritize and track all business reported and other production incidents.
  • Understand systems analysis of complex cross functional business processes and assist in the resolution of any issues.
  • Participate in the production/DR releases of ecommerce websites and mobile applications with a cross functional team of developers, quality assurance, application administrators, infrastructure and business users. As well as, serve as a backup to the Digital Support Team Lead for releases.
  • Serve as a backup recipient of all system alerts related to their systems uptime/availability and assist in the timely resolution of any systems issues/outages.
  • Assist in tracking and communicating on all systems issues/outages in a timely manner to the business and create aggregated outage reports for senior Digital/IT leadership level monthly.
Work Experience Requirements:
  • 2-4 years in application support (or development) team
  • 2 years of experience in business systems analysis
  • Excellent oral and written communications are a must
  • Strong ability to work independently as well as in a team environment
  • Knowledge of the electrical distribution industry is preferable
  • Knowledge of SQL is a plus
  • eCommerce project experience a plus
  • RemedyForce help desk software knowledge a plus
  • Working knowledge of the following development technologies a plus:
IBM Websphere Commerce, Java, JSP, HTML/Java Script/CSS; Web Services; ESB Technology ; Epicor Eclipse ERP

If interested please send an email to Nina at