eBusiness Systems Analyst

NTT DATA • Alexandria, VA

391d

About The Position

The eBusiness Systems Analyst at NTT DATA is responsible for analyzing client business applications and data within the e-commerce domain to identify, troubleshoot, and resolve technical issues. This role requires a deep understanding of e-business applications, online transactions, and web services, along with strong analytical and problem-solving skills. The analyst will collaborate with users, Tier 3 engineers, and vendors to provide effective solutions and support in the e-commerce environment.

Requirements

• Bachelor's degree and 3 years of experience in an IT support role with a focus on e-business applications and e-commerce platforms.
• 4 years of experience providing phone and/or in-person support for e-business applications (analysis, diagnosis, remediation, testing, performance analysis).
• 4 years of experience with standard Windows OS applications and MS Office applications in an e-commerce environment.
• 4 years of customer service experience in the e-business domain, including handling online inquiries and resolving e-commerce related issues.
• 1 year of experience in requirements definition/analysis for e-business systems and online services.
• Must be a US citizen or Green Card Holder.
• Must currently reside in the Metro DC area.

Nice To Haves

• ITIL v4 Foundation certification.
• Professional certification in project management (e.g., PMP) or IT service management (e.g., ITIL).
• Familiarity with Agile and Lean methodologies.
• Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy) is advantageous.

Responsibilities

• Analyze client e-business applications and data to identify and resolve technical issues related to online transactions, web services, and e-commerce platforms.
• Capture relevant data related to issues to assist Tier 3 engineers with escalation, specifically concerning e-business systems and online services.
• Communicate effectively with employees, contractors, and vendors to provide timely and professional support for e-business applications.
• Troubleshoot routine and recurring problems with customer's e-business applications, including website functionality, online payment processing, and security issues.
• Provide training and support to users on custom e-business applications and online services.
• Log, track, and follow up on tickets to ensure timely resolution of e-commerce related issues.
• Assist with help desk calls, emails, and support requests related to e-business systems.
• Act as a liaison between clients and support groups for e-commerce related concerns.
• Provide Tier I/II support for custom e-business applications and online services.
• Document tickets with detailed information for escalation to the agency Tier 3 team, specifically regarding e-business systems and online services.
• Provide help desk support for office automation, telecommunications, and visual information hardware and software related to e-commerce operations.
• Set up new user accounts with enterprise email, ensuring proper access to e-business applications and online services.
• Suggest articles for the knowledge base to improve help-desk efficiency in handling e-commerce related inquiries.
• Participate in problem management for recurring issues related to e-business systems and online services.
• Coordinate customer-reported outages with the supervisor, specifically concerning e-commerce platforms and online services.
• Provide input into knowledge management systems and application requirements for system enhancements related to e-business applications and online services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees