eCommerce Support Analyst

Are you a results-driven individual looking for a casual, yet dynamic fast-paced workplace which provides rewarding work with a company that values your contribution? We share your vision.

 

Norm Thompson Outfitters’ mission is to inspire discovery through break-from-the-pack brands and uncommonly rewarding work. As a leader in the multi-channel retail field we fulfill this mission through our brands - Norm Thompson®, Solutions®, Sahalie® and Gold Violin®. Additionally, Norm Thompson Outfitters is part of a growing family of companies known as Orchard Brands - including Appleseed’s, The Tog Shop, WinterSilks, Draper’s and Damon’s, Haband and Blair – allowing exposure to industry benchmarking, knowledge and growth opportunities.

 

We are seeking an outstanding candidate to join our IT/E-Commerce team in Hillsboro, OR.  This position works closely with the integration and operations IT teams, the internet marketing teams, and web vendors to maximize site availability and reliability across the Orchard Brands.  The online channel is a key focus area for Orchard Brands and is growing at an aggressive rate. This position is responsible for understanding the impacts and constraints on the system when various events are introduced to the environment. This role will also lead the investigation and issue resolution strategy when disruptions happen to the production environment.  

 

Responsibilities

· Provide front-line support to Contact Center associates, and Internet Producers.

· Act as liaison between various in-house entities and outside vendors for site development and maintenance.

· Ensure a strong production environment and assist with load testing efforts.

· React quickly to production issues or outages.

· Partner with the IT infrastructure operations team on all environments to ensure stability and maintenance of up to date releases.

· Handle analysis and resolution of break/fix occurrences.

· Continuously review site and back-end processing for efficiency.  Reporting and trending on health of applications.

· Understand impacts to site support with the introduction of new functionality.

· Understand and document response time when high volume events occur, such as the holidays and promotional events.

· Act as the subject matter expert on the operations of our core sites; document standard operating procedures and maintain support knowledge base.

· Provide back-end interface analysis and optimization.

· Exhibit professional conduct in all business relationships, actions and communications.

· Other duties as assigned.

 

Requirements

· Requires a minimum of 5 years experience monitoring and supporting web production environments or equivalent experience and education which provides the necessary knowledge, skills and abilities.

· Passion for the Customer and technology.

· Strong problem resolution, organizational, and motivational skills.

· Excellent written and verbal communication skills; adept at communicating to all levels of the organization.

· Demonstrated understanding of web services, software architectural and design issues.

· Technical specification development.

· Able and willing to provide off-hours and weekend support as needed in support of 24x7 operations department.

· Results driven and ability to work under time constraints.

 

Norm Thompson Outfitters offers a competitive salary, comprehensive benefits and a work environment that encourages initiative and fosters respect. To discover more about the Norm Thompson Outfitters team you could be a part of visit www.normthompson.com

 

For consideration, email your cover letter, resume, and salary expectations (include req. #122-08) to hrweb@nortom.com .

 

Equal Opportunity Employer