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 an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

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