Analyst-Digital Commerce Support (Marketplace)

Lowe's Companies, Inc.•Mooresville, NC

1d•Onsite

About The Position

The Analyst-Digital Commerce Support will own end-to-end issue intake and resolution for Lowes.com, be the face of the customer for business partners, and communicate with cross-functional stakeholders. The Analyst will analyze data, research, track request and workload, and inform on current issues or discovered trends providing a timely resolution. The Analyst will complete basic executional activities, serve as initial point-of-contact during on-call rotations, and act as a resource for partner team research and activities.

Requirements

Bachelor’s degree in business, marketing, engineering, communications, merchandising or related field or equivalent years of experience in lieu of education requirement, if applicable
1 year of relevant experience

Nice To Haves

1 year of experience in two or more of the following: project management, product management, business analysis, program management or product marketing

Responsibilities

Process issue intake and monitoring, including monitoring the mailbox, working Jira queues, addressing walk-up inquiries, providing on-call support, etc.; log request into system of record (Jira).
Research provided issues to determine possible root causes, self-service resolution, and identify cross-functional partners to support the initial assignment if needed.
Build and utilize internal team Jira dashboards to determine priority work based on financial impact to the brand, impact to Lowes.com, or impact to customers.
Leverage analytics/tracking within multiple digital commerce systems such as Jira, Power BI, Digital Pricing Reports, Medallia and FullStory to resolve customer issues and drive issue trends.
Drive issue coordination and management by providing knowledgeable issue resolution with corrective actions to resolve the issue when it is easily identified and/or the resolution is known during triage (ex: cookie issue). Research and execute a solution without cross-functional dependency (ex: pricing, promotion, availability).
Serve as the primary person responsible for initial intake and triage of issues in weekly rotation of scheduled on-call support.
Operate execution of production changes within toolsets that support the respective products. Include configuration, setup, coding and support for events, product releases, and defect remediation. Leverage subject matter expertise and a deeper understanding of toolset to research and triage defects and/or optimization opportunities.
Identify customer feedback trends, issues, or gaps in Lowes.com that customers are providing and supplying to the appropriate team for enhancements or resolution.