Technical Support Analyst – Customer Engagement

1 week ago

Bengaluru, Karnataka, India Ralph Lauren Full time

Position Overview

Working with multiple vendors and internal departments this role with gather and document the technical project requirements for any projects looking to utilize the Oracle Cloud Applications. Working closely with the Retail IT teams to ensure projects are successfully delivered to meet the specified requirements. The role of Technical Support Analyst – Customer Engagement will also collaborate closely with technical resources in support of various testing activities and phases. The role is key to developing and managing the multiple integrations between internal and external applications with the Oracle Cloud landscape. Working with the Retail Architects this role will be responsible for the design and implementation of new capabilities leveraging the technology available within the Oracle Cloud platform. The principle focus areas will be Customer Engagement and XOffice supported by the underlying Retail Data Store and associated tools.This role will also assist the Application Analysts with the various project initiatives by validating and translating business functional, non-functional and information objectives into to technical deliverables on the Customer Engagement application. Working together with the team to deliver core projects and ensure the Performance of the application is maintained.

Essential Duties & Responsibilities

Working with the various Business stakeholders and the Retail IT Application Team to understand work effort requirements and then translate into IT actionable tasks across all ORCE & XOffice projects and enhancements. To work with closely with Business Functions, in analysis of the current IT workflows and applications to identify areas of improvement and recommend solutions to enhance performance and efficiency. Use data analysis to identify errors and inaccuracies in the data between systems to provide the end users with the correct information Working closely with the Global Retail IT team to deliver requirement documents and the IT teams to support the delivery of these projects. Partner closely with various technical teams supporting data movement, application development and testing. Diligently support and lead where needed various activities between the teams to ensure the technical requirements and objectives are met. Ensure appropriate project documentation is compiled and proper review and approvals from respective teams as gathered and collated. Design, review and develop integrations using Apex tools to provide access to the RDS data platform. Perform as the technical subject matter expert for integration within the Retail Oracle Cloud. Inclusive of this is gathering a deep understanding of the data within the systems and business processes supported by the system(s). Build critical working relationships with the Global Retail IT and Vendors through gathering a thorough understanding of the business models and processes employed. Specify and fully document application customizations that would bear scrutiny by an internal audit or external regulators. Perform duties and responsibilities specific to department functions and activities. Performs other duties and responsibilities as required or assigned by supervisor.

Experience, Skills & Knowledge

Multiple years of Retail store systems information technology experience Familiarity with CRM tools and the application of Customer Data in Retail environment Experience in the Oracle Retail Cloud applications – ORCE & XOffice Experience in the use of APEX for the development of scripts and APIs Analytical skills to enable interpretation of data and identification of inaccuracies Ability to work with POS related systems Knowledge of Oracle Customer Engagement applications Knowledge of Oracle POS a plus which includes Polling, Sales Audit, Loss Prevention systems. Knowledge of Cloud based technology like Azure and AWS is a plus. Excellent troubleshooting and problem resolution skills Ability to work effectively within a team Must have the ability to work under pressure with time sensitive constraints. Excellent verbal and written communication skills What you bring (Qualifications):
Bachelor's degree and four or more years of work experience. Bachelor's degree in Information Systems or Industry recognized certifications is preferred.

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