IT Analyst, Customer Engagement Technology

Essential Functions

• Perform day-to-day management, administration, and performance monitoring of the Oracle Retail Customer Engagement and Promotions Engine platforms.
• Support and troubleshoot platform integrations with other enterprise systems (ERP, CRM, POS, Ecommerce).
• Partner with Oracle support partners and other technology providers, including SLAs and escalations.
• Ensure performance, and security, adhering to IT best practices and compliance requirements.
• Responsible for environment configuration changes, health monitoring, and centralized supporting marketing technologies.
• Effectively participate in partnerships across Merchandising, Marketing and other business units to understand and align on requirements and deliver technology solutions that drive customer engagement and promotional effectiveness.
• Addresses and resolves technical issues and requests for the Customer Engagement platform.
• Determines severity and scope of incidents and escalates to higher level teams as appropriate.
• Ability to support cross-functional IT and Ecommerce teams with supportability for Oracle’s Promotion Engine.
• Monitor and support Enterprise Promotions configurations ensuring effective controls and stackability.
• Partner with Marketing, Merchandising and Customer Support for configuration and effective issuance of Loyalty Points, Entitlements and Awards.
• Execute and support upgrades, enhancements, and implementation projects for marketing technology systems.
• Act as subject matter expert on customer systems, providing guidance and training to business stakeholders.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or related field, preferred.
• Equivalent experience considered.
• 3-4+ years of IT experience.
• Knowledge of system integrations, APIs, and data workflows.
• Experience with Oracle APEX including SQL and PL/SQL.
• Working ability to remain effective under stress and respond to pressure in a manner acceptable to others and the organization.
• Hands-on experience with Oracle Retail Customer Engagement and Promotions Engine.
• Familiarity with cloud platforms, databases, and enterprise systems.
• Retail Point of Sale and Loyalty platform experience (Oracle Xstore preferred).