IT Business Analyst/Project Manager – E-commerce Back-Office Support

Job Description: IT Business Analyst/Project Manager – E-commerce Back-Office Support

You will serve as the strategic and technical bridge between E-commerce business teams and IT Centers of Excellence. Your mission is to ensure operational excellence, monitoring, and continuous optimization of our Back-Office platforms.

Acting as the single point of entry for the Back-Office scope, you will orchestrate complex data flows (orders, payments, stocks, master data) and ensure that technical solutions are aligned with the business ambitions of the Europe Zone.

• Level 2/3 Support: Lead the resolution of complex incidents and recurring issues on our platforms (SFCC, Fluent Commerce, HIP, PSP), in coordination with cross-functional support teams.
• Proactive Monitoring: Conduct impact analyses and propose proactive solutions to strengthen system stability, performance, and scalability.
• Tools Management: Ensure rigorous management and tracking via ticketing tools (ServiceNow).

Business & Technical Analysis

• Process Auditing: Perform deep-dive analyses of business processes and IT integration flows to identify optimization areas and anticipate functional needs.
• Requirements Gathering: Collaborate closely with stakeholders (Digital Marketing, Operations, Finance, Supply Chain, Payments) to document requirements for new features or system evolutions.

E-commerce IT Project Management

• Design: Draft detailed Functional Specification Documents (FSD) ensuring clarity and exhaustiveness for development teams.
• Coordination: Synchronize technical and business teams throughout all solution integration phases.
• Quality Assurance (QA/UAT): Define, plan, and execute User Acceptance Testing (UAT) plans to validate deliverable compliance.

Communication & Stakeholder Management

• Facilitation: Streamline exchanges between business units, IT, and external service providers.
• Workshops: Lead co-design workshops and arbitration meetings to align technical and business visions.
• Reporting: Regularly communicate project progress and system health to management.

Education & Experience

• Proven Experience: Significant expertise as an IT Business Analyst, ideally gained within the E-commerce ecosystem or on large-scale IT integration projects.
• OMS Knowledge: Advanced knowledge of Fluent Commerce is highly recommended. As the benchmark OMS for the Western Europe zone, your proficiency with this tool will be a decisive factor in the E-commerce architecture.
• Digital Ecosystem: Strong knowledge of major E-commerce platforms (Salesforce Commerce Cloud, Shopify Plus) is a major asset.
• Support Culture: Solid experience in IT project support and incident management is essential.

Technical & Soft Skills

• Collaboration Tools: Proficiency in project management tools (Confluence, ServiceNow).
• Technical Competencies: Proficiency in integration technologies including MFT, ESB, APIs, Event-driven architecture, and ETL is required.
• Analytical Mindset: Ability to translate complex business issues into actionable technical solutions.
• Interpersonal Skills: Ability to unite multidisciplinary teams in a dynamic, international environment.

Languages

• English: Full professional proficiency (oral and written) is mandatory to thrive within the Europe platform and interact with our international hubs.