Business Analyst at Merkle | AdTechTalent
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Merkle
Business Analyst
Salesforce Commerce Cloud SFCC Demandware OMS Order Management Production Support Incident Management E-commerce REST API SOAP API JSON XML SQL ServiceNow Jira Splunk New Relic Datadog Dynatrace Postman IBM Sterling OMS Monitoring Logging Incident Triage Root Cause Analysis SOP Runbooks
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Full job description Seeking a Production Operations Specialist with 6-9 years experience in Production Support or related roles. Responsible for supporting Salesforce Commerce Cloud and e-commerce systems, analyzing complex cross-system issues, investigating incidents, monitoring order flows and failures, collaborating with teams for issue resolution, owning incidents end-to-end, maintaining documentation, supporting incident triage and escalation, identifying risks and improvement opportunities, and operating independently under pressure. Requires strong analytical, communication, organizational skills, and experience with SFCC, OMS, IBM Sterling OMS (preferred), REST/SOAP APIs, JSON, XML, SQL (preferred), and incident management tools.
What you'll do Provide day-to-day Production Operations support for Salesforce Commerce Cloud and related e-commerce systems Analyze complex cross-system issues involving SFCC, OMS, payment, inventory, fulfillment, integration layers, and downstream applications Similar jobs
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Investigate production incidents, identify root causes, and propose actionable, solution-oriented recommendations
Monitor order flows, transaction failures, job failures, integration errors, and operational exceptions
Collaborate closely with engineering, product, business, client, and third-party teams to accelerate issue resolution
Own incidents from identification through resolution, ensuring proper tracking, documentation, communication, and closure
Provide clear and structured updates to stakeholders with full context, impact, current status, next steps, and expected resolution path
Maintain rigorous documentation of investigations, recurring issues, SOPs, known errors, and resolution steps
Support incident triage, prioritization, escalation, and coordination during critical production events
Identify operational risks, recurring patterns, and improvement opportunities to enhance system stability and support efficiency
Work independently with strong judgement, prioritization, and ownership in high-pressure environments
Act as a dependable and professional point of contact for production support issues
Demonstrate strong end-to-end ownership of incidents, issues, and operational tasks
Provide solution-first updates focused on recommendations, impact assessment, and next steps
Communicate confidently with internal teams, client stakeholders, and external partners
Demonstrate leadership during incident triage, especially for high-priority or business-impacting issues
Proactively engage stakeholders to identify risks, remove blockers, and drive timely resolution
Maintain strong attention to detail while documenting findings, evidence, timelines, and resolution actions
Operate independently with minimal supervision while ensuring alignment with the broader team Requirements 6-9 years of experience in Production Support, Application Support, ProdOps, Technical Operations, or e-commerce operations Strong analytical and problem-solving skills with the ability to diagnose complex production issues Experience supporting technology platforms in a fast-paced retail, e-commerce, or digital commerce environment Excellent verbal and written communication skills with emphasis on clarity, context, and stakeholder alignment Ability to manage multiple incidents, priorities, and investigations simultaneously Strong organizational skills for documentation, issue tracking, investigation management, and follow-ups Ability to work independently and make sound decisions under pressure Experience collaborating with product, engineering, business operations, QA, infrastructure, and client teams Familiarity with incident management, escalation processes, and production support best practices Strong working knowledge of Salesforce Commerce Cloud (SFCC / Demandware) Understanding of SFCC order lifecycle, storefront operations, jobs, feeds, integrations, and operational monitoring Hands-on experience with Order Management Systems (OMS) and order lifecycle processes Understanding of order capture, payment authorization, inventory allocation, fulfillment, shipment, cancellation, return, refund, and exception flows Working knowledge of IBM Sterling OMS is preferred Experience analyzing logs, job failures, API errors, integration failures, and transaction issues Familiarity with REST and SOAP APIs, JSON, XML, web services, and integration patterns Experience using monitoring, logging, alerting, ticketing, and incident management tools Basic understanding of databases and ability to read or interpret SQL queries is preferred Understanding of upstream and downstream integrations across e-commerce, inventory, payment, warehouse, fulfillment, and customer service systems Tech stack Salesforce Commerce Cloud SFCC Demandware Order Management Systems OMS IBM Sterling OMS REST APIs SOAP APIs JSON XML SQL ServiceNow Jira Splunk New Relic Datadog Dynatrace Postman
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Company
Merkle Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC.
Industry
Business Consulting and Services
Website
https://www.merkle.com
Posted
2 days ago
Category: Programmatic
Los Angeles, United States • 3 months ago
sales leadership programmatic CTV
