Sr. IT CRM/Clienteling Analyst

JOB SUMMARY

Tory Burch is seeking a Senior IT Analyst who will be responsible for technical delivery of enhancements to our global Clienteling application as well as provide 2nd level operational support.

JOB DESCRIPTION

• Capability to manage technical delivery of Clienteling Projects, including:-
  • Develop detailed technical design specifications based on requirements provided by the Product Owner.
  • Request Statement Of Work from Vendor(s).
  • Partner with application vendor and internal IT departments to define project delivery plan.
  • Own the execution of technical delivery & implementation of system enhancements.
  • Develop and execute comprehensive end-to-end test plans.
• Support go-live and post-go-live tasks.
• Identify technical issues and lead resolution, collaborating with internal IT departments and application vendor.
• Maintain test environments.
• Assist with producing training documentation and provide support during end user training.
• Manage support & service transition, including the creation and maintenance of required support documentation.
• Provide operational and 2nd level technical support for our global Clienteling applications, including:-
  • Act as an internal subject matter expert with regards to our Clienteling and POS CRM applications.
  • Lead and coordinate issue resolution, partnering with cross functional IT and business teams.
  • Maintain system enhancement and issue logs.
  • Monitor daily / weekly / monthly data processing.
  • Partner with Vendor(s) on testing and implementation of patches and upgrades.
  • Partner with internal IT teams to proactively manage certificates, hardware OS compliance.
  • Follow up on open Level 2/3 system issues.
  • Monitor and react to service-level issues with partners and vendors and escalate as needed.
  • Identify and assess issues and enhancement opportunities based on field and vendor feedback and provide implementation recommendations.
  • Create and maintain technical and operational documentation as required.
  • Partner with vendor and internal IT teams to optimize application performance.
  • Hands-on system configuration.
  • Identify solution opportunities in upstream and downstream system design and work with internal business and engineering to address them.

• SKILLSET
  
• Independent and proactive worker with excellent analytical, solution engineering, problem solving and communication skills.
• Exceptional multi-tasking skills and organizational skills, with the ability to manage deadlines against multiple deliverables in a dynamic environment.
• Ability to translate business requirements into technical specifications.
• Ability to innovate, recommend enhancements and develop best practices to evolve technology and processes to ensure optimal efficiency.

• EXPERIENCE
  
• 4+ years technical / data analyst experience; retail experience a plus.
• Experience working on Clienteling and CRM applications.
• Experience working with JIRA and Confluence or similar systems.
• Basic database administration skills (SQL preferred)

Equal Employment Opportunity Statement

Tory Burch LLC is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy) or sexual orientation, gender expression, military status, marital status, genetic predisposition or carrier status, disability or membership in any other protected class under applicable law. Likewise, we will consider qualified applicants with criminal histories for employment in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring, Ordinance No. 184652. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.

Disability Accommodation

Tory Burch is committed to providing reasonable accommodations to applicants and employees with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require assistance or an accommodation with the hiring process, please contact talent@toryburch.com .