Senior Ecommerce Technical Operations Analyst

Overview

The Senior Ecommerce Operations Analyst is responsible for the day-to-day technical operation, stability, and continuous improvement of IMS's ecommerce platform. Reporting to the Ecommerce Technical Manager, this role requires someone who enjoys understanding how systems work, solving technical problems, identifying root causes, and continuously improving ecommerce operations.

The successful candidate will own technical ecommerce operations by investigating platform issues, supporting backend functionality, validating system changes, maintaining product data quality, and working closely with IT teams and external platform vendors to ensure a stable, reliable, and high-performing ecommerce experience.

Key Responsibilities

Ecommerce Platform Operations

• Monitor the ecommerce platform to ensure system stability, reliability, and performance.
• Investigate website issues affecting product visibility, search, navigation, pricing, customer accounts, checkout, and overall platform functionality.
• Perform initial troubleshooting to identify root causes before escalating issues.
• Document findings and coordinate resolution with internal IT teams and external ecommerce platform vendors.
• Validate implemented fixes and confirm successful resolution before closing issues.
• Track technical issues through to completion while communicating status updates to stakeholders.
• Maintain documentation of recurring issues, root causes, and corrective actions.
  

Technical Troubleshooting & Vendor Management

• Own technical support cases from initial investigation through final resolution.
• Work directly with external platform vendors (Unilog) to troubleshoot and resolve ecommerce platform issues.
• Collect supporting evidence including screenshots, logs, reproduction steps, and system observations.
• Verify production fixes through structured testing.
• Escalate complex technical issues when appropriate while maintaining ownership of the issue lifecycle.

Product Information Management (PIM)

• Maintain product data accuracy across the ecommerce platform.
• Perform product data validation, audits, and quality assurance.
• Manage product categories, attributes, specifications, images, taxonomy, and product relationships.
• Identify and correct product data issues affecting customer experience.
• Collaborate with internal data teams to improve data quality and consistency.
• Support ongoing PIM administration and data maintenance activities.

Platform Releases & Quality Assurance

• Participate in ecommerce platform releases and enhancements.
• Develop and execute test scenarios for new functionality.
• Perform regression testing, smoke testing, user acceptance testing (UAT), and post-release validation.
• Identify defects and validate fixes prior to production deployment.
• Ensure released functionality meets business requirements and expected outcomes.

Ecommerce Platform Performance

Monitor and analyze platform health, including:

• Search functionality
• Product visibility
• Site navigation
• Customer login
• Pricing
• Inventory availability
• Checkout performance
• Website errors
• System performance

Identify trends and opportunities to improve platform reliability and customer experience.

Reporting & Analysis

• Prepare operational reports using Microsoft Excel, Power BI, SQL, and other reporting tools.
• Analyze ecommerce operational data to identify recurring issues and process improvement opportunities.
• Support data-driven decision making by providing technical insights and recommendations.
• Track platform KPIs and operational performance.

Continuous Improvement

• Identify opportunities to automate manual processes.
• Develop operational documentation and standard operating procedures.
• Recommend process improvements that increase platform stability and reduce recurring issues.
• Support continuous improvement initiatives across ecommerce operations.

Mandatory Requirements:

• Minimum 5 years of hands-on ecommerce technical operations experience supporting a production ecommerce platform.

• Experience troubleshooting ecommerce platform issues and working with technical teams to resolve production incidents.
• Experience working with external ecommerce platform vendors and managing technical support cases.
• Strong understanding of ecommerce platform architecture and backend functionality.
• Hands-on experience with Product Information Management (PIM) systems.
• Experience supporting ecommerce platforms integrated with ERP systems.
• Experience performing regression testing, UAT, release validation, and production verification.
• Strong understanding of ecommerce product data, taxonomy, attributes, and search optimization.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Experience collaborating with business users, developers, QA teams, and external vendors.
• Ability to manage multiple priorities in a fast-paced environment.
  

Technical Skills Required

• Advanced Microsoft Excel
• • Pivot Tables
  • XLOOKUP
  • INDEX/MATCH
  • Data Analysis
  • Data Validation
• Product Information Management (PIM)
• ERP-integrated Ecommerce Systems
• QA / UAT
• Issue Tracking / Ticket Management Systems

Preferred Qualifications

Experience with any of the following is considered an asset:

• Unilog Commerce Platform
• IBM AS400 / IBM i ERP
• Industrial distribution or wholesale ecommerce
• B2B ecommerce
• API integrations
• Release Management
• Ecommerce Search Optimization