Adobe Commerce Support Analyst

     PRIMARY JOB PURPOSE

      Act as the primary L2 & L3 support analyst on Adobe Commerce application and integration with other systems and processes. Typically, responsible for range of tasks focused on maintaining,supporting and enhancing Adobe E Commerce system.

      KEY POSITION ACCOUNTABILITIES

• Technical Expertise:  Well-versed in Adobe Commerce (formerly Magento) and its ecosystem. Deep understanding of the platform to troubleshoot issues, provide technical guidance, and optimize performance.
• Customer Support: Serve as a point of contact for clients, addressing their queries, resolving issues, and ensuring their satisfaction. Excellent communication skills will be essential in managing customer expectations.
• Problem Solving: Analyse complex problems related to Adobe Commerce implementations, identifying root causes and proposing effective solutions. Ability to think critically and creatively will be invaluable.
• Collaboration: Work closely with cross-functional teams, including developers, marketers, and project managers. Collaborating effectively will be crucial to delivering successful ecommerce projects.
• Documentation: Maintain detailed records of support requests, solutions, and best practices. Clear documentation ensures consistency and helps improve processes.
• Continuous Learning: Stay up-to-date with Adobe Commerce updates, industry trends, and best practices is essential. Actively seek knowledge to enhance expertise.
• System development: As required - implementation, support, maintenance and administration of the systems/applications in scope

KEY POSITION RESPONSIBILITIES

• Ultimate IT responsibility of the Adobe Commerce Support to provide assistance troubleshooting and guidance to user encountering issues with Adobe Commerce Functionality.
• Ensuring smooth operation of Adobe Commerce system by monitoring, maintaining and managing configurations, security setting and integrations
• Investigating and resolving technical problems errors or bugs in E Commerce system, collaborate with business, IT or development teams if necessary
• Assisting in configuring and customizing Adobe Commerce application to meet specific business requirements
• Monitoring and triaging incidents and request via Servicenow ITSM.
• Create, modify, and maintain system customizations to system dashboards; views; business processes, workflows and dialogs….????
• Manage and coordinate JIRA, task estimations and risks, along with release process….????
• Coordinate with consultant resources as needed for project delivery….
• Generate user and technical documentation
• Attain high stakeholder satisfaction ensuring on-time, service delivery.

SELECTION CRITERIA 

• Bachelors or master’s degree in computer science, information systems or demonstrated equivalent education and relevant work experience.

• Certified Magento developer, 5 years professional experience.
• Proven track record within the E-Commerce area.
• Experience from working in similar role.
• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Knowledge of Adobe Commerce implementation best practices
• Experience in agile development practices & methodologies
• Excellent written and verbal communication skills to engage with all levels in the organization
• Highly detail oriented with excellent interpersonal and communication skills.
• Self-motivated with ability to establish priorities and work independently
• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to read and interpret technical journals, specifications, international technical standards.

WORK ENVIRONMENT FACTORS       

• Office based with potential for international travel

• Ability to function within variable time zones

• Compliance to all relevant Assa Abloy policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel may be required. Therefore, employees must possess, or be able to acquire, a valid passport.
• Must be legally eligible to work in the country in which you are hired.

We are the ASSA ABLOY Group
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As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.