Analyst IT Applications - Mission Control

About Gap Inc.

Our past is full of iconic moments - but our future is going to spark many more. Our brands - Gap, Banana Republic, Old Navy and Athleta - have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we're more than the clothes that we make. We know that business can and should be a force for good, and it's why we work hard to make product that makes people feel good, inside and out. It's why we're committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us.

About the Role

About the Role

The goal for our platform Ecommerce Operations team, with Mission Control at its core, is to provide exceptional customer experiences while enabling our brands to tell their story and sell their products on our digital platform.
The Associate Business Analyst is responsible for managing and driving resolution on technical and functional issues submitted via Voice of the Customer across all brands and markets. The business Analyst acts as an advocate within the brand for operational effectiveness. Is the brand POC for high severity tracking & resolution, partnering with technical teams to define site & tool enhancements.
They will own the overall status of identifying, assessing and determining the right severity based on business impact. If it's considered a high severity incident they will own and drive high severity incident calls that are considered business-critical between IT, the Brands and Product Management. If additional information is needed, they'll provide steps to reproduce and any errors found in log files. The Analyst will also communicate the status of high severity issues across different teams and key leaders of management. Serves as a liaison and technical consultant to the brand for digital innovation and platform optimization.

What You'll Do

• Ability/preference to work weekends strongly desired.
• Act as a liaison between business and technical resources for troubleshooting all severity issues and identifying the root cause.
• Collaborate with technical development teams for new implementations, functionality enhancements, application updates and performance issues and bugs
• Ability to grasp complexity quickly and drive results while juggling many priorities within tight timeframes
• Must:
• well versed with all the level 2 support roles.
• Strong knowledge in ServiceNow, SQL, Database, servers, SQL and Batch jobs
• Good to have : exposure to SPLUNK.
• Weekend support - both the days
• Experience as Business Analyst or Level two support within e-Commerce business practice area and Retail business process would be an added advantage
• Strong team player who works collaboratively with all members of the IT organization
• Strong knowledge of web production and e-commerce release processes, including direct experience with website tools and technologies.
• Self-motivated and driven. Ability to work well independently and within a group setting.
• Exceptional trouble-shooting and problem-solving skills, with a focus towards root cause analysis and long-term resolution

• High energy self-starter, detail and quality-oriented and able to work independently over the weekends. Strong analytical and critical thinking skills along with excellent research and problem-solving skills
• Ability to understand complex issues and clearly articulate complex ideas.
• Strong team player who works collaboratively with all members of the IT organization
• Bachelor's degree with 3 - 8 years of experience working as a Business Analyst / Product Specialist / Production Support.

Who You Are

• Drive results as the first line of support to cross-functional teams when website and tool issues occur. When needed, work with IT Service Level Management and other partners to facilitate resolution and communicate updates to brand teams.
• Partner with members of cross-functional and central teams for driving operational excellence throughout the organization.
• Work with the Brands and other central teams to define business requirements.
• Serve as additional after-hours support to troubleshoot site/tool issues to mitigate the business impact. Escalate to senior management as needed.
• Work with Product team to evaluate complex issues, identify root cause, derive resolutions and enhancements with the product teams.
• Identify, analyze, and interpret trends or patterns in customer issues within gap/old navy and other internal and external websites. Analyze customer suggestions and recommend product revisions.
• Coordinate with various teams and raise an incident with appropriate severity/priority for the relevantproduct teams and assist in efficient resolution.
• Understanding customer Issues and communicate to respective teams and collaborating with business partners, leaders and other technical teams.
• Technical acumen to act as a liaison between business and technical resources for troubleshooting and ask for root cause resolution.
• Ability to grasp complexity quickly and drive results while juggling many priorities within tight timeframes
• Strong knowledge of web production and e-commerce release processes, including direct experience with website tools and technologies.
• Excellent oral, written communication and interpersonal skills to effectively work with all levels of the organization.

Benefits at Gap Inc.

• One of the most competitive paid time off plans in the industry
• Merchandise discount for our brand products at franchise stores and their websites
• Comprehensive health coverage for employees, same-sex partners and their families
• Health and wellness program: free annual health check-ups, fitness center and Employee Assistance Program
• Comprehensive benefits to support the journey of parenthood
• Retirement planning assistance
• See more of the benefits we offer.

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we've been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row. US Candidates - Non NYCPlease note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc's quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.'s face mask and proof of vaccination policy as said policy is no longer effective.US Candidates - NYCBeginning December 27, 2021 the City of New York requires all employees in the City who work on site to provide proof that they are fully vaccinated against COVID-19, unless an exemption from the vaccine requirement is approved due to an accommodation for a disability, a sincerely held religious belief or other legally protected basis (including status as a victim of domestic violence, stalking or sex offenses).