Business Analyst – ECOM

MAIN PURPOSE

The successful candidate will join the MEIA EAS team and will be responsible for supporting the eCommerce domain and related IT solutions including AEM6, Salesforce Commerce Cloud, and Fluent Commerce. This role will cover a large & diverse scope, including 16 Maisons across six countries in the MEIA Region.

KEY RESPONSIBILITIES

The successful candidate will have demonstrated skills & experience in the following domains:

Level 2 Support:

• Provide daily support for the ECOM domain covering all dependent solutions including AEM6, Salesforce Commerce Cloud, and Fluent Commerce
• Solve, track and report issues by communicating with Key Users and the Central EAS team
• Provide workaround solutions to minimize impacts on the business
• Prepare, organize, and coordinate test sessions (including non-regression) during release/maintenance cycles
• Act as a bridge between business teams (e-g: Business Process Integrators, Commercial teams) and technical teams (Digital, SAP teams)
• Be the point of contact for L3 Teams managing ECOM-related solution at the Group Level
• Animate the Key User community, communicating through our internal social network (Yammer), and ensure knowledge is well spread across our business users
• Develop and update appropriate documentation (user guides, video, e-learning)
• Provide training to Key Users through on-site or virtual sessions

Projects:

• Participate in ECOM deployments to MEIA entities together with the Central EAS and Local IT teams
• Assist in the definition of project scope, objectives, planning, and deliverables
• Prepare and perform fit/gap analyses
• Prepare, organize, and coordinate test sessions during projects and regional deployment of the solution
• Support the Central EAS team in coordinating with Key-users through different phases in the ECOM implementation cycle

DIMENSION:

• Geographical area under responsibility: UAE, KSA, India, South Africa, Kuwait, and Turkey

JOB PROFILE

Education:

• Degree holder preferably in Computer Science, Software Engineering, or other related disciplines

Required experience:

• In-depth knowledge of ECOM-related concepts flow, and terminology: web sales, phone sales, click-from-store, boutique pick-up, click & collect, etc…
• Recognized and successful application support experiences – at least 5 years, specifically in eCommerce and omnichannel domains
• Salesforce Commerce Cloud certified
• Fluent Commerce experience a strong advantage
• Experience in SAP ECC (key modules like SD, LE, MM, OTC/P2P, BI Earth) is a plus
• Knowledge of other Salesforce solutions an advantage e.g: Service Cloud, Marketing Cloud
• Knowledge of PIM / DAM solutions is a plus
• Knowledge of the Client Service Center (Call Centre) environment is a plus
• Knowledge of “Order On Behalf Of” tools used for phone sales such as EXTEND and Mercury is a plus
• Good understanding of Microsoft products such as Excel, Office, etc.
• Knowledge of Agile methodology a plus

Personal skills:

• Self-motivated, disciplined, with excellent inter-personal

• Excellent communication, client-facing skills, workaround identification, problem-solving, active listening, time management, and interpersonal skills are required

• Must have a demonstrated hands-on approach and success in working in a team-based environment
• Ability to thrive in a dynamic, fast-paced work environment with competing priorities
• Capability to teach and train
• Experience in supporting MEIA markets is a plus
• Fluent written and spoken English is a must, Arabic is a plus
• Willing to travel on occasion across the Region and further afield