Sr. Application Support Analyst, Merchandising

The Sr. Application Support Analyst provides technical expertise related to various application teams. Plans work with Business Analysts to define technical requirements and any support related changes. This role will partner with peers, business stakeholders, software & services provider, and colleagues from within and outside the application support team, to maintain and support the application, analyze and troubleshoot the production problems, and perform minor and major enhancements.

Job Description

Essential Functions:

• Work collaboratively with IT and business team members to resolve the production issues.

• Troubleshoot production issues of different criticalities with appropriate urgency and maintain the application uptime as per defined SLAs

• Perform incident resolution against established SLAs and ensure proper documentation (SOP) of the solution procedure

• Round the clock the commitment to maintain the application availability against business SLAs.

• Proactively identify, diagnose, take corrective action and resolve application system incidents and problems

• Participate in planning sessions regarding application, hardware and software changes. Actively engaged in pre- and post- implementation reviews.

• Perform & oversee the troubleshooting, bug fixing, testing, and production deployment activities

• Prepare technical designs for modifications and integrations to applications to support business processes and requirements

• Perform & oversee development and testing for major and minor enhancements

• Manage service request queue monitor and fulfill business and product support requests

• Prepare and execute unit/system test scripts to verify business logic of new or modified programs

• Manage technical handover of new applications/enhancements from Project team to Production Support

• Collaborate closely with IT team and vendors to understand the architecture and design and as warranted submit change requests for system improvements

• Document, communicate and escalate technical issues, manage to resolution and articulate business impact

• Comply with and help create/update policies and procedures, including standard operating procedure (SOP).

Education / Experience Requirements:

• College or university degree in Information Systems, Computer Science or related field
• 5-7 years of hands-on experience with production support, incident response, bug fixes major and minor enhancements

Knowledge / Skills Requirements:

• Experience in Production Support, Maintenance and Enhancement of applications listed below:

• Oracle Retail applications RMS, RPM, ReSA, ReIM and RIB.

• SAS Merchandise Planning, SAS Demand Forecasting, SAS Size / Pack Optimization preferred

• Demonstrated proficiency with SQL, PL/SQL, UNIX Scripting, Pro*C, Oracle Forms/Reports

• Experience in Java or equivalent object-oriented programming language

• Operating Systems like Unix/Linux, and Windows

• Scripting tools like Unix Shell scripts, Perl, or Python scripts

• Agile methodology experience

• Experience in supporting integrations between Oracle Retail apps and other retail systems including stores, supply chain & Ecomm.

• Demonstrated ability to quickly learn new programming languages and tools

• Ability to learn new applications quickly, and support them in production

• Excellent analytical abilities. Demonstrated problem solving skills in complex system environment

• High tolerance for ambiguity matched with desire to organize it

• Strong verbal, written and communication and presentation skills

• Should be a team player, with ability to work in a highly collaborative environment

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