SFCC Business Analyst

About the Company

New Era Technology is a global organization with over 3,000 employees dedicated to fostering an inclusive and empowering work culture. Our core mission focuses on connecting people, places, and information securely through comprehensive technology solutions. We emphasize growth, learning, and collaboration to deliver outstanding customer service and facilitate personal and professional development.

Role Summary

We are seeking a seasoned SFCC Business Analyst specialized in B2C commerce production operations and support. This role is based in Gurugram with additional options to work from offices in Bangalore, Chennai, Pune, or Mumbai. The position is a 6-month contract-to-hire opportunity contingent on performance, operating primarily during general shift hours.

Key Responsibilities

• Deliver comprehensive production support for Salesforce Commerce Cloud (SFCC) platforms.
• Oversee daily eCommerce production activities to ensure smooth operations.
• Investigate and resolve intricate production challenges related to SFCC, Order Management Systems including IBM Sterling, payment gateways, shipping logistics, and external integrations.
• Track order lifecycles and fulfillment workflows to proactively identify and manage operational exceptions.
• Serve as the main escalation point for incident management and critical production issues.
• Conduct root cause analyses and formulate recommendations to prevent recurrent problems.
• Collaborate effectively with cross-functional groups such as Business, Product, Engineering, Operations, Clients, and Vendors to expedite problem resolution.
• Communicate continuously with stakeholders about incident status and resolution progress.
• Support major incident management processes and coordinate multi-team responses during critical outages.
• Maintain detailed documentation including incident reports, RCA findings, standard operating procedures, and operational guidelines.

Required Skills and Profile

• Demonstrated expertise in Salesforce Commerce Cloud production support and managing B2C commerce applications.
• In-depth knowledge and experience with Order Management Systems, particularly IBM Sterling OMS.
• Strong grasp of order lifecycle, orchestration, processing, and fulfillment procedures.
• Proficient in incident and major incident management techniques.
• Effective communication skills for stakeholder and client engagement.
• Ability to work independently under pressure and manage time-sensitive production issues.
• Experience spanning 7 to 12 years as a Business Analyst or Production Support Analyst within eCommerce sectors.

Technical Competencies

• Salesforce Commerce Cloud (SFCC) platform and production support methodologies.
• IBM Sterling OMS and general Order Management Systems.
• Order flow and lifecycle management processes.
• REST and SOAP APIs.
• Use of log analysis and monitoring tools.

Preferred Expertise

• Knowledge of SFCC Storefront Reference Architecture (SFRA) and Salesforce Commerce Cloud Business Manager (BM).
• Experience handling inventory, payment gateway, and shipping integrations.
• Background in retail commerce or eCommerce domains.
• Familiarity with Agile project environments.

Additional Information

This is a contract-to-hire opportunity requiring physical presence at one of the specified locations with general shift timing. Interested candidates should be graduates. The employer commits to a supportive environment centered on employee growth and collaboration.