Sr. eCommerce Analyst

Responsibilities:

The Sr. eCommerce Business Analyst will function as Lead to the junior eCommerce Business Analyst and lead the consultation with internal customers of eCommerce to capture agreed-upon business objectives and processes and communicates these processes and their implications to technical and non-technical contributors to ensure that applications accurately meet business users' goals.

The Sr. eCommerce Business Analyst is the top-level expert in the management of eCommerce applications. He/she will lead the gathering and development of enhancements to our BSD and .Com applications through use-case development, wire frame review, user acceptance testing and implementation. The Sr. BA will be accountable for delivering on-time high-quality eCommerce solutions to Office Depot customers.

The Sr. eCommerce Business Analyst is the primary liaison between the business and IT and is responsible for leading the collection of business requirements, designing solutions, overseeing the development and coordinating the testing of innovative system and business solutions for the eCommerce organization. Additionally, the Sr. eCommerce Business Analyst is the key driver in collaborating with business personnel to create and document business work flows as well as configure application systems to match those work flows. Once configured, he/she is accountable for ensuring the appropriate testing and business training is provided to make for a smooth "go live" scenario. Upon implementation, the Sr. eCommerce Business Analyst will be the designate the participants in the ongoing support and future enhancement development for the respective applications.

Qualifications:

Bachelor's Degree and 7 years experience

Other Information:

Acting as the SME for IBM's Tealeaf Enterprise SAAS Customer Experience Management software, provide company-wide support to drive real time dashboards, business process alerts, and advanced analytics, monitoring customer behavior from a marketing, operational, and technical perspective.

Work as part of a cross-functional team in a high visibility, fast paced environment to discover, analyze, and triage real-time customer feedback. Serve as the Ecommerce dept liaison for this team. Translate customer behavior and struggles from UX to actionable trends and issue resolution in a tactical and strategic manner.

Manage administrative duties of Tealeaf and leverage the program to its fullest while looking for ways to continuously enhance and optimize value to the organization.

Responsibilities:

• Serve as the SME for IBM Tealeaf Enterprise SAAS environment, collaborating with and supporting Compass, Agile, and other teams as the replay expert.
• Monitor daily user sessions for issues or struggles. Review daily customer feedback and existing report data for issues or customer struggles, perform related deep dive analysis, and triage these issues as needed.
• Perform SDK alterations, corrections, and additions as needed and facilitate end to end testing and release of the SDK changes into production environments.
• Provide end user training of Tealeaf functionality to internal team members
• Conduct time sensitive impact analysis reports based on issue priority using Coremetrics and Tealeaf. Report volume and financial impact of discovered issues and relay/escalate to appropriate teams.
• Manage/maintain users and licenses, license thresholds
• Address ad-hoc user requests, set up alert notifications as requested.
• Create and maintain all heatmap snapshots
• Manage and maintain Tealeaf report creation and distribution
• Create, test, and deploy Tealeaf events, hit attributes, dimensions, and session events based on business need assessments. Associate these events to relevant reporting of KPI metrics, customer struggles, and team requests. Groom and refine existing event structure and performance to minimize impact to licensing.
• Work with IBM, OpinionLab, and other vendors towards integrations, feature deployments, and enhancements, acting as the technical liaison between vendors, strategic partners, and deployment teams. Create tickets for any issues in the IBM system.
• Drive and manage the utilization of limited IBM service hours. Maximize this use via weekly project meetings. Maintain project status logs and prioritize as needed.
• Work with multiple internal departments to triage and pre-emptively discover issues, and develop reporting around these issues. Work with EcOps, customer service, fraud prevention, executive relations, ecommerce, marketing, fulfillment, distribution, retail, and merchants.
• Deploy Tealeaf to new and third party platforms as OD acquires and develops new relationships such as BizBox.
• Continue Tealeaf integration projects with other products such as Digital Analytics, OpinionLab, and Chat.
• Based on analytical findings, make actionable recommendations which are data driven to refine programs, campaigns, and web properties to enhance/increase user interaction, engagement, conversions, revenue and customer retention

Requirements:

• Deep knowledge of IBM Tealeaf, either on premise or SAAS version, both user and administrative capabilities.
• Ability to diagnose and develop SDK packages, session replay mechanics and behavior
• Solid knowledge of HTML, javascript, json, cookies
• Knowledge of UI/UX development methodologies, A/B testing, responsive coding, user testing, agile methodology, JIRA system
• Solid ability to utilize Coremetrics in data research and report generation
• Understanding of digital marketing and how this ties back to customer experience and expectations, familiarity with other branches of performance measurement (site surveys, competitive analysis, social media monitoring, etc.)
• Ability to work in a pivotal role and balance requirements and team requests by priority and business need.
• Understanding of Web analytics using page tagging and tag management

Acting as the SME for IBM's Tealeaf Enterprise SAAS Customer Experience Management software, provide company-wide support to drive real time dashboards, business process alerts, and advanced analytics, monitoring customer behavior from a marketing, operational, and technical perspective.

Work as part of a cross-functional team in a high visibility, fast paced environment to discover, analyze, and triage real-time customer feedback. Serve as the Ecommerce dept liaison for this team. Translate customer behavior and struggles from UX to actionable trends and issue resolution in a tactical and strategic manner.

Manage administrative duties of Tealeaf and leverage the program to its fullest while looking for ways to continuously enhance and optimize value to the organization.

Responsibilities:

• Serve as the SME for IBM Tealeaf Enterprise SAAS environment, collaborating with and supporting Compass, Agile, and other teams as the replay expert.
• Monitor daily user sessions for issues or struggles. Review daily customer feedback and existing report data for issues or customer struggles, perform related deep dive analysis, and triage these issues as needed.
• Perform SDK alterations, corrections, and additions as needed and facilitate end to end testing and release of the SDK changes into production environments.
• Provide end user training of Tealeaf functionality to internal team members
• Conduct time sensitive impact analysis reports based on issue priority using Coremetrics and Tealeaf. Report volume and financial impact of discovered issues and relay/escalate to appropriate teams.
• Manage/maintain users and licenses, license thresholds
• Address ad-hoc user requests, set up alert notifications as requested.
• Create and maintain all heatmap snapshots
• Manage and maintain Tealeaf report creation and distribution
• Create, test, and deploy Tealeaf events, hit attributes, dimensions, and session events based on business need assessments. Associate these events to relevant reporting of KPI metrics, customer struggles, and team requests. Groom and refine existing event structure and performance to minimize impact to licensing.
• Work with IBM, OpinionLab, and other vendors towards integrations, feature deployments, and enhancements, acting as the technical liaison between vendors, strategic partners, and deployment teams. Create tickets for any issues in the IBM system.
• Drive and manage the utilization of limited IBM service hours. Maximize this use via weekly project meetings. Maintain project status logs and prioritize as needed.
• Work with multiple internal departments to triage and pre-emptively discover issues, and develop reporting around these issues. Work with EcOps, customer service, fraud prevention, executive relations, ecommerce, marketing, fulfillment, distribution, retail, and merchants.
• Deploy Tealeaf to new and third party platforms as OD acquires and develops new relationships such as BizBox.
• Continue Tealeaf integration projects with other products such as Digital Analytics, OpinionLab, and Chat.
• Based on analytical findings, make actionable recommendations which are data driven to refine programs, campaigns, and web properties to enhance/increase user interaction, engagement, conversions, revenue and customer retention

Requirements:

• Deep knowledge of IBM Tealeaf, either on premise or SAAS version, both user and administrative capabilities.
• Ability to diagnose and develop SDK packages, session replay mechanics and behavior
• Solid knowledge of HTML, javascript, json, cookies
• Knowledge of UI/UX development methodologies, A/B testing, responsive coding, user testing, agile methodology, JIRA system
• Solid ability to utilize Coremetrics in data research and report generation
• Understanding of digital marketing and how this ties back to customer experience and expectations, familiarity with other branches of performance measurement (site surveys, competitive analysis, social media monitoring, etc.)
• Ability to work in a pivotal role and balance requirements and team requests by priority and business need.
• Understanding of Web analytics using page tagging and tag management

Pay, Benefits and Work Schedule:

Office Depot offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.

Equal Employment Opportunity:

Office Depot is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, genetic information, protected veteran status, gender identify or expression, sexual orientation or any other characteristic protected by law.