eBusiness Systems Analyst

Req ID: 305464 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a eBusiness Systems Analyst to join our team in Alexandria, Virginia (US-VA), United States (US).

NTT DATA is seeking an eBusiness Systems Analyst analyzes 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, web services, and strong analytical and problem-solving skills. The analyst will work closely with users to understand their needs and provide effective solutions in the e-commerce environment. They will also collaborate with Tier 3 engineers to escalate complex issues and with vendors for specialized support.

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.

Qualifications:

• 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 experience of customer service experience in the e-business domain, including handling online inquiries and resolving e-commerce related issues.
• 1 year of experience of requirements definition/analysis experience for e-business systems and online services.
• Must be a US citizen or Green Card Holder
• Must currently reside in the Metro DC area

Preferred:

• 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.

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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