SCA Computer Operator II

Job Summary

The eBusiness Systems Analyst analyzes client business applications and data within the e‑commerce domain to identify, troubleshoot, and resolve technical issues. This role requires a deep understanding of e‑business applications, online transactions, web services, and strong analytical and problem‑solving skills. The analyst works closely with users to understand their needs, collaborates with Tier 3 engineers for escalations, and partners with vendors for specialized support.

Responsibilities

• Analyze client e‑business applications and data to identify and resolve technical issues related to online transactions, web services, and e‑commerce platforms.
• Capture relevant data for Tier 3 escalation, specifically concerning e‑business systems and online services.
• Communicate effectively with employees, contractors, and vendors to provide timely, professional support for e‑business applications.
• Troubleshoot routine and recurring problems with customers’ e‑business applications, including website functionality, online payment processing, and security issues.
• Provide training and support to users on custom e‑business applications and online services.
• Log, track, and follow up on tickets to ensure timely resolution of e‑commerce‑related issues.
• Assist with help‑desk calls, emails, and support requests related to e‑business systems.
• Act as a liaison between clients and support groups for e‑commerce concerns.
• Provide Tier I/II support for custom e‑business applications and online services.
• Document tickets with detailed information for escalation to the agency Tier 3 team.
• Provide help‑desk support for office automation, telecommunications, and visual‑information hardware and software related to e‑commerce operations.
• Set up new user accounts with enterprise email, ensuring proper access to e‑business applications and online services.
• Suggest articles for the knowledge base to improve help‑desk efficiency in handling e‑commerce inquiries.
• Participate in problem management for recurring issues related to e‑business systems and online services.
• Coordinate customer‑reported outages with the supervisor, specifically concerning e‑commerce platforms and online services.
• Provide input into knowledge‑management systems and application requirements for system enhancements related to e‑business applications and online services.

Basic Qualifications

• Bachelor’s degree (one‑and‑a‑half years of additional experience can substitute for one year of a typical degree program).
• Minimum 3 years of customer‑service experience.
• Minimum 1 year of experience providing phone and/or in‑person support for applications (analysis, diagnosis, remediation, testing, performance analysis).
• Minimum 1 year of experience with standard Windows OS applications and Microsoft Office.
• Minimum 1 year of experience in requirements definition/analysis.
• Ability to obtain a Public Trust.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Professional certification in project management (e.g., PMP) or IT service management (e.g., ITIL).
• Familiarity with Agile and Lean methodologies.
• Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy).

Pay

Starting pay range: $60,214 – $81,466. Compensation may include incentive pay based on individual and/or company performance; temporary positions are not eligible for incentive compensation.

Benefits

• Medical, dental, and vision insurance with employer contribution.
• Flexible spending or health savings account.
• Life and AD&D insurance.
• Short‑ and long‑term disability coverage.
• Paid time off.
• Employee assistance program.
• 401(k) program with company match.
• Additional voluntary or legally required benefits.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75 % of the Fortune Global 100. The company accelerates client success and positively impacts society through responsible innovation, offering AI, cloud, security, connectivity, data‑center, and application services. With experts in more than 50 countries, NTT DATA provides access to a robust ecosystem of innovation centers, partners, and a commitment to flexible work arrangements that adapt to client needs.