Customer Care and Marketplace Technical Analyst

Heredia

This position leads and executes product delivery in partnership with product owners, architects, and lead engineers as part of a Scrum Team. In this position, you will help product team members refine business and technical requirements, assist business and vendor partners with creation and maintenance of ServiceNow CSM module, perform analysis on the system or capability, test outcomes prior to launch, and partner with operations teams to ensure supportability of the capability. The technical analyst will analyze, discover, document, and act as a subject matter expert on the details of key functional capabilities, as well as understand and document the data flow between systems that enable application functionality. The role will work directly with our various internal and external stakeholders including business partners, other scrum or technology teams, and external vendors.

Your goals and responsibilities will include:

Understand the business operations in detail; knowledgeable of current and possible future practices, trends, and information affecting multiple business functions and aspects of how they relate to other areas.
Support your product team as needed with the refinement of business requirements and functional design specifications. Identify gaps between business requirements and application capabilities and recommend options.
Act as a subject matter expert for functional and system capabilities. Analyze, discover, document, and maintain functional and system designs in Customer knowledgebase.
Understand and apply platform configurations.
Coordinate operational support and maintenance activities.
Assist Business and vendor partners by adding (complex) tracking and fix issues that arise.
Good problem-solving, can take a technical problem, break it down into manageable chunks, execute.
Will be responsible for making sure that best practices are adhere to, Documented and communicated with business and vendor partners
Debugging tracking issues and fixing them
Write SQL queries to query databases as needed for analysis into issues or system functionality to inform design.
Understand system integration methods and data flow
Actively engage with a agile scrum team of developers, architects, and analysts in delivering business requirements, technical requirements and testing for the implemented functionalities. Work closely with the product owner throughout delivery to ensure solution meets business needs.
Ensure the appropriate teams are engaged in the solution so all impacted systems are included. Influences technical solution. Identifies gaps between technical solution/application capabilities/business requests and negotiates resolution.
Guide vendor partners to ensure deliverables are high quality, on time, and meet or exceed requirements. Ensure that proposed system changes are supported by application vendor. Evaluate, coordinate and/or applies vendor package and software tool upgrades and patches.
Coordinate test activities with QA engineers, including: identifying task dependencies, test schedules, creation of test data, utilization of test environments, perform system testing.
As issues occur, provide data analysis and audits to identify and address root cause of business problems and to make better informed decisions.

What you’ll bring to the table:

MUST HAVES:

Bachelor’s degree – Math, Science, Computer Science, or Business preferred or equivalent work experience.
Minimum 3+ years of experience with ServiceNow modules
Minimum 3+ years of experience in analyzing, designing, configuring, and implementing complex applications
Minimum 3+ years of experience analyzing data and understanding data ecosystems in a retail or comparable environment.
Experience with data flow validation/ analysis through integrated systems (ETL Testing)
Excellent analysis/troubleshooting skills, effective partnering/relationship building skills
Experience for managing vendors to deliver components of projects
Understanding of Agile/Scrum frameworks and Waterfall methodology
Should be customer-oriented, mission focused, and a quick, continuous learner
Excellent verbal and written communication skills
Ability to communicate effectively between business and technical teams
Ability to work with and through others to resolve issues
Proven ability to work under tight deadlines and the ability to deal with ambiguity
Experienced oral and written communicator with good interpersonal skills
Positive attitude and solid work ethic

NICE TO HAVES:

Service Now formal training and certifications IE:
- Customer Service Management Essentials
- Flow Designer Fundamentals

ServiceNow Administration Fundamentals
ServiceNow Platform Implementation
Customer Service Management Essentials
CSM Professional Suite Certification

Understanding of Marketing Technology Stacks and how they interact
Experience with tools like Jira, Confluence, Teams, and Lucid Charts
Understanding of APIs, modern data architectures, and QA automation
Release management experience.
Production support experience

To apply for this job please visit recluta.org.