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Salesforce Commerce Cloud (SFCC) Admin / Business Analyst

Location: Makati, .
Company Description:

We Dream. We Do. We Deliver.

We are a leading data-driven & technology-enabled full-service agency that specializes in the delivery of unique, personalized customer experiences across various platforms and devices. We partner with the Top 500 companies in the DACH region as well as in Eastern Europe and focus on customer experience transformation & CXM.

Our 1800 digital enthusiasts are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over 66,000 passionate individuals in 147 countries.

Job Description:

In this role, you will work in a larger multi-year program, where Merkle provides an end-to-end service center to build and run multiple solutions for an international multi-brand gardening equipment manufacturer.

From a Salesforce Commerce Cloud (SFCC) Admin / Business Analyst, we expect someone with a full customer-centric mindset. Someone who manages the customer expectations to prevent any frustration or in the grimmest scenario, an escalation. Someone who can obtain from the customer all the information to start the investigation and deliver a proper answer for customer issues/requests in the briefest possible time. 

The incumbent responsibility is to make sure that the clients ecommerce site runs smoothly and provides a great online shopping experience. The incumbent also is responsible for setting up end users so they can do their jobs effectively. It is also expected from a Salesforce Admin / Business Analyst to have an overview of SFCC and full knowledge of the Business Manager and understands commerce processes with their implications.

Responsibilities:

Admin Tasks

  • Managing roles and permissions for Business Manager users.
  • Managing storefront data and code using import/export, jobs, and replication.
  • Setting site or global preferences and creating custom preferences.
  • Monitoring and controlling B2C Commerce instances.
  • Performing standard system backups

Support Application Monitoring (for activities that cover full business services)

  • Coordinate with other support groups if required
  • Ensure that all projects provide a full documentation of their solution
  • Act upon any monitoring alerts
  • Provide feedback on ticket / problem to improve the monitoring solution
  • Report on monitoring alerts and identify when alerts can be classified as pro-active

Support Engineer

  • Incident (bug and service request) and problem analysis and resolution.
  • Debugging issues and performing complex code/config changes to ensure resolution
  • Analysis of ticket trends and provide recommendations to revert any negative trend
  • Own the issues until resolution.
  • Supporting Clients with technical knowhow
  • Collaborate with an international team Coordinates feature requests, pull requests, bugs in Magnolia modules, issues or other topics with Magnolia support / devs
  • Escalate to other support teams if resolution can’t be found or to the technical lead
  • Using ServiceNow as unified working tool to manage incidents
  • Responsible to build/maintain technical and training materials in central repository
  • Responsible to build/maintain Quick Reference guides and FAQ’s
  • Maintain internal team documentation – process changes, configuration documents etc.
  • Problem management to find the route cause and implement a resolution
  • Perform or support the required regression testing
  • Perform MASS updates
  • Includes correct assessment of priority and business service
  • SLA monitoring
  • Receive knowledge transfers from new projects
  • Review all documentation provided by new projects to acquire knowledge regarding new processes implemented
  • Act upon any monitoring alerts
  • Provide feedback on ticket / problem to improve the monitoring solution
  • Report on monitoring alerts and identify when alerts can be classified as pro-active
Qualifications:
  • University or college degree in computer science or business information systems
  • 2+ years of experience in software development
  • 1+ years SFCC admin experience
  • ITIL, certified in foundation level or higher
  • SFCC functional skills: Content management, customer groups, SEO, search, checkout, security settings, interface customization, and monitoring
  • Deep knowledge in the following ITIL processes and ability to apply them in daily business as well as consulting the client in them: incident management, problem management, escalation management, monitoring and event management, Change management, Release management, Service request management, Service Desk
  • Excellent verbal and written communication skills in English, client oriented and internally
  • Open to participate in the on-call organization as well as in the shift-organization
  • Time management skills
  • Strong service oriented and Customer-centric mindset with basic skills in ITIL
  • Ability to gather data, analyze, propose actions and solutions and report to direct management
  • High motivated, self-starter, and team player
  • Stress tolerance, adaptability, and tactical mindset
  • Collaborative skills
  • Interpret, visualize, and present trend analysis results to stakeholders
  • Can-do and pro-active attitude
  • Good presentation skills
  • Attention to details
Additional Information:

If you feel inspired by us, we will probably be inspired by you. Join us now and apply online to make sure we match each other’s expectations. We value diversity and are committed to creating an inclusive environment. We welcome all qualified candidates - regardless of your gender or background, please indicate your salary expectations and possible entry date. We look forward to hearing from you!

Personal consultancies - we only work with selected partners.

All your information will be kept confidential according to EEO guidelines.

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More Information:

Our Culture: Merkle’s energy and personality lives through everything we say and do. Learn all about what defines our people and our vibe.

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