Analyst, Systems - Merchandising

Lead resolution of incidents - Assess business impact, capture relevant identifiers and timestamps, reproduce or isolate the failure, coordinate responders, restore service, validate downstream recovery, and document the outcome, and engage other IT teams and vendors as needed

• Make decisions to apply suitable changes in production systems to help business perform their functions
• Research and troubleshoot end-to-end business flows rather than a single application screen
• Monitor and support interfaces among software systems
• Use SQL and available application/reporting tools to validate data, investigate transaction state, reconcile records, and support root-cause analysis.
• Identify recurring incident patterns and convert them into problem records, monitoring improvements, automation opportunities, knowledge articles, runbooks, or permanent corrective actions by engaging other IT teams and vendors as needed
• Follow established change controls for any production data correction or remediation
• Use ServiceNow or a comparable ITSM platform for incident, request, problem, change, knowledge, and service-level processes as applicable
• Create and maintain technical support documentation, troubleshooting guides, dependency maps, operational procedures, and end-user knowledge that improve first-time resolution and reduce repeat support demand
• Support application changes, releases, upgrades, configuration changes, and project transitions into operations. Validate support readiness, monitoring, documentation, rollback expectations, and post-change stability
• Participate in Disaster Recovery and IT Business Continuity activities and help maintain operational readiness for business-critical supply chain services
• Meet technical and business SLAs and participate in an on-call rotation supporting a 24/7 multi-site distribution environment, including heightened support during peak retail periods.

• 1-3 years of experience in leading incident resolution, administering, maintaining, or troubleshooting production applications in Systems Analyst, or comparable role
• Hands-on experience in maintaining merchandising and pricing systems and in-house or cloud-based Merchandising supporting applications
• Demonstrated troubleshooting ability across application, database, interface, file/batch, operating-system, network/connectivity, and upstream/downstream dependencies
• Working knowledge of SQL sufficient to query and validate production data, investigate transaction state, and support incident analysis
• Experience with Microsoft Windows and/or Linux environments and the ability to interpret logs, services/processes, scheduled jobs, files, and basic system health indicators
• Experience using ServiceNow or a comparable ITSM platform and practical understanding of incident, problem, change, request, escalation, and knowledge-management practices
• A self starter who has the ability to prioritize multiple issues, work independently when needed, follow controlled production procedures, and document troubleshooting and recovery actions clearly
• Ability to participate in a 24/7 on-call rotation and provide occasional after-hours support
• Excellent communication and customer service skills

Desired Qualifications:

• At least one year experience in the Retail operations support Industry
• Experience supporting Retek, Assortment Planning (SAS/Enterprise Planning), JDA Allocations and PLM
• Familiarity with .Net programming language, PL/SQL, Linux operating systems, Oracle on-prem (Retek) and Oracle Integration Cloud
• Experience supporting Cloud or SaaS products and coordinating with external software or automation vendors
• Scripting or automation experience (for example PowerShell, Python, or comparable tools) used to improve monitoring, triage, reporting, or repetitive support work
• ITIL certification or demonstrated use of ITSM best practices