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About the Role

The Senior Ecommerce Operations Analyst is responsible for the day-to-day operation and performance of IMS’s ecommerce platform. This role focuses on resolving platform issues, supporting system functionality through backend tools, and executing testing and configuration changes.

Responsibilities

• Monitor ecommerce platform activity and identify system issues, website errors, and functional disruptions.
• Perform initial troubleshooting and act as the first point of contact for issue triage.
• Open, track, and manage support tickets with external platform vendors.
• Coordinate issue investigation and resolution with internal teams and vendor partners.
• Validate fixes and confirm resolution before closing tickets.
• Track issues from identification through resolution, ensuring timely follow-up.
• Communicate issue status and updates to internal stakeholders.
• Escalate complex, recurring, or high-impact issues to the Ecommerce Technical Manager.
• Maintain documentation of issues, resolutions, and recurring patterns.
• Perform product data validation, audits, and QA checks to ensure accuracy and completeness.
• Identify and correct data issues impacting search, product visibility, and user experience.
• Execute data updates and category corrections as required.
• Support ongoing data maintenance activities within established processes.
• Escalate structural, taxonomy, or governance-related issues to the Ecommerce Technical Manager.
• Collaborate with the Data team to support product data accuracy and consistency.
• PIM system administration and maintenance.
• Assist with release preparation activities, including testing, validation, and coordination prior to release.
• Carry out assigned tasks related to enhancements, including data preparation and validation.
• Collaborate with internal teams and external vendors to support deployment activities.
• Support the execution of approved ecommerce platform enhancements and updates.
• Perform post-release validation to confirm updates meet expected outcomes and align with requirements.
• Execute periodic testing of platform functionality to ensure overall system stability and consistency.
• Develop and run test scenarios to confirm system behavior, accuracy, and performance.
• Identify defects, inconsistencies, and risks, and take appropriate action to resolve them.
• Re-test resolved issues to confirm fixes have been properly implemented.
• Monitor ecommerce platform performance, including search functionality, product visibility, and system behavior.
• Extract and compile reports from available systems to support analysis of platform performance and user activity.
• Review performance data and system outputs to identify issues, trends, and opportunities for improvement.
• Provide observations and insights to support decision-making.
• Perform other duties as assigned.

Requirements

• 5-7 years of experience in ecommerce, digital platforms, or related roles with a strong operational or systems focus.
• Experience working with cross functional teams - onsite and or off shore teams.
• Experience troubleshooting system issues and coordinating with technical teams or vendors.
• Strong communication and collaboration skills across technical and business teams.
• Experience working with ERP (AS400) systems and integrated ecommerce platforms.
• Familiarity with Product Information Management (PIM) systems and product data management.
• Strong analytical skills with the ability to interpret data and apply insights to support system improvements.
• Proficiency with Microsoft Excel and reporting tools; experience with Power BI or similar tools is an asset.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple priorities in a fast-paced environment.

Skills

• Ecommerce
• Digital platforms
• System operations
• Issue resolution
• Backend tools support
• Testing
• Configuration changes
• Product data validation
• Data audits
• QA checks
• Data maintenance
• PIM system administration
• Release management
• Platform stability
• Quality assurance
• Performance reporting
• ERP (AS400)
• Microsoft Excel
• Power BI

Experience Level

• Senior

About the Company

• IMS’s ecommerce platform