At DICK’S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are ready to make a difference as part of the world’s greatest sports team, apply to join our team today!

Overview

The e-Commerce Support Senior Analyst will work closely with the Lead Analyst to assist in the day-to-day management of the team and their respective responsibilities. This individual should be highly technical with an interest in leading a team or taking ownership of critical incidents during stressful or tense situations. The senior analyst will assist with communicating and filtering down processes, requests, job responsibilities, daily tasks, changes, and general information to the rest of the team. This position will help with associate training and onboarding and look for ways to improve automation, manual processes, and proactive monitoring functions. Additional responsibilities include: creation of key performance indicator reports, report analysis, change and incident management, taking lead during P1 or critical incidents, continuous process improvement, providing leadership to support analysts, and 24x7 monitoring of all production e-Commerce related platforms and environments.

Job Duties & Responsibilities

• Monitor all aspects of websites including vendor interfaces, site content, network performance, web defects, customer experiences, payment processing, order management/fulfillment, and product shipment. Manage and monitor customer quality through existing set of monitoring applications. Ensure accuracy and timeliness of site response, user input, and page loading of information for all e-Commerce systems. Provide incident response support for customer-facing web applications with a goal of restoring service and meeting application availability levels. Take ownership of critical issues, enlist proper representation from other Technology support teams, and drive post-incident review discussions.
• Responsible for all aspects of incident management as it relates to e-Commerce services and platforms. First line of defense in detecting, troubleshooting, and identifying website performance issues, faults, and deficiencies. Determine business impact, initial priority, scope, communication plan, and resources required to resolve the issue.
• Work closely with e-Commerce support teams to understand daily changes, promotions, and deployments. Once pushed to production, validate all feeds for inventory, pricing, product activations, promotions, and content ensuring website content and features appear/function according to internal campaigns and product launches. Assist in the support of intraday content changes, product updates, hot markets, and high-traffic volume shoe launch events.
• Develop, implement, and maintain support documentation regarding operations, functionality, framework, policies, and procedures. Automate manual enterprise operations tasks and optimize business process to reduce workloads & create proficiencies where applicable. Ensure successful execution of all batch processing related to e-Commerce systems including backups, data loads, vendor feeds, and synch jobs.
• Working cross-functionally with IT Security, Engineering, and e-Commerce Operations to support a ‘best-in-class’ online customer experience. Help to define and address cross-functional gaps and processes between internal and external teams. Contribute to the overall objective of providing best-in-class digital user experience
• Analyze data collected by monitoring tools and services to provide e-Commerce dashboards, reports, and KPI’s for business stakeholders, including actionable recommendations to be used by management for data-driven decision making and continuous optimization. Identify positive and negative trends and anomalies associated with site performance to be communicated to business stakeholders and management.

Qualifications

• Bachelor's Degree
• 3-5 years of eCommerce Support / Engineering, QA or Test Engineering
• ITIL v3 certification preferred but not required
• e-Commerce Specialist (design, support, admin)
• 5+ year’s experience with Prometheus, Instana, Elastic, Logstash, Grafana
• Knowledge of IBM DB2 and Redis
• Experience with vendors such as Akamai and CyberSource
• Knowledge of Cloud Computing Platforms such as Azure, Google Cloud, or Amazon Web Services
• Experience with WebSphere Commerce and Apache Service Mix
• Experience with ITSM apps such as Remedy, JIRA or ServiceNow

Targeted Pay Range: $47,300 - $78,900. This is part of a competitive total rewards package that could include other components such as: incentive, equity and benefits. Individual pay is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all teammate pay regularly to ensure competitive and equitable pay.

• Bachelor's Degree
• 3-5 years of eCommerce Support / Engineering, QA or Test Engineering
• ITIL v3 certification preferred but not required
• e-Commerce Specialist (design, support, admin)
• 5+ year’s experience with Prometheus, Instana, Elastic, Logstash, Grafana
• Knowledge of IBM DB2 and Redis
• Experience with vendors such as Akamai and CyberSource
• Knowledge of Cloud Computing Platforms such as Azure, Google Cloud, or Amazon Web Services
• Experience with WebSphere Commerce and Apache Service Mix
• Experience with ITSM apps such as Remedy, JIRA or ServiceNow