Support Analyst, Digital Tech Ops

Job Description
WHO WE ARE:
Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.

Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

You Will Be
As a Support Analyst, Digital Technical Operations , you will be responsible for troubleshooting and resolving issues related to the item lifecycle, leveraging internal tools and data analysis to identify root causes. You'll manage and track Jira tickets to ensure timely resolution within SLAs, collaborate with cross-functional teams across geographies, and generate digital operational reports for full item lifecycle.

What You Will Do

• Troubleshoot and provide support to user reported issues related to item lifecycle, reviewing and validating reported issues for clarity and completeness
• Accurately document issues, all interactions and solutions in Jira ticketing system
• Provide guidance to users on basic system behaviors and processes related to item lifecycle
• Escalate complex problems or unresolved issues to Digital Technical Ops team in US for further action
• Ensure timely responses and ticket resolution within SLAs
• Support process and delivery of regular operational reports for all banners
• Contribute to the development and maintenance of the Digital Lifecycle & Operations knowledge base by documenting troubleshooting steps and procedures
• Support Digital Technical Ops projects and enhancements, including planning, testing, and implementation of new capabilities

Relevant Skills

• 2–4 years of experience in a technical support, operations, or a data analyst role
• Bachelor's degree required, preferably in Engineering, Mathematics, Statistics, Computer Science, or a related technical field.
• Naturally curious, with strong troubleshooting skills and the ability to perform detailed root cause analysis to identify and resolve issues efficiently
• Hands-on experience with issue tracking and data realization tools; familiarity with Jira, Looker, and Tableau is a strong advantage
• Ability to write and understand SQL queries for data extraction and analysis is an added advantage
• Proficient in Microsoft Excel
• Strong and effective communication skills, with the ability to clearly convey technical concepts to both technical and non-technical stakeholders

What You Will Bring

• Demonstrate strong analytical skills to investigate and resolve issues within the item set- up lifecycle, utilizing internal tools to identify root causes and recommend effective solutions
• Maintain a methodical and organized approach to managing Jira tickets, ensuring each issue is clearly documented with relevant context, diagnostics, and resolution steps. Track progress diligently to ensure SLA compliance and timely closure
• Utilize advanced Excel capabilities to generate accurate and timely reports across retail banners. Ensure consistency, data integrity, and compliance in all reporting deliverables
• Work closely with teams across Digital Operations and TechOps, often spanning multiple geographies and time zones. Communicate effectively to gather inputs, share updates, and drive issue resolution
• Continuously identify opportunities to streamline workflows, optimize data extraction and analysis processes, and reduce manual effort. Propose improvements and collaborate with stakeholders to implement smarter, more efficient solutions
• Translate your understanding of lifecycle processes into structured documentation and resource materials

Your Life And Career At Saks Global

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
• Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)

is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.