Bachelor’s degree in Business, Information Systems, Marketing, or related field (or equivalent experience)
2+ years of experience in digital operations, eCommerce, or technical support
Strong problem-solving and analytical skills
Basic understanding of digital platforms and user experience
Requirements:
Monitor and support daily operations of digital platforms
Identify, triage, and resolve technical and operational issues in a timely manner
Partner with IT and business teams to escalate and track incidents to resolution
Assist in testing, validation, and deployment of new features and enhancements
Job description
Our Client, a Retail Cosmetics company, is looking for a Site Operations Analyst I for their Remote location.
Responsibilities:
Monitor and support daily operations of digital platforms
Identify, triage, and resolve technical and operational issues in a timely manner
Partner with IT and business teams to escalate and track incidents to resolution
Assist in testing, validation, and deployment of new features and enhancements
Maintain documentation for processes, workflows, and system changes
Support execution of digital initiatives such as personalization
Analyze basic performance metrics and user feedback to identify improvement opportunities
Ensure data accuracy and system integrity across digital platforms
Provide support for cross-functional teams and stakeholders
Support Senior Digital Operations Analysts as needed
Daily Monitoring & Operations
Monitor dashboards, guest feedback and escalations (e-mails, teams, orders, traffic, errors, booking flows) and escalate issues to the appropriate teams
Use alerting systems (e.g., JIRA, ServiceNow, monitoring tools) to catch issues early
Incident Management & Issue Resolution
Triage incoming tickets by severity (high = revenue/customer impact)
Reproduce issues and gather key details (screenshots, timestamps, impacted systems)
Escalate to IT or engineering with clear documentation
Track issues through resolution and communicate status updates
Cross-Functional Collaboration
Act as the bridge between business, IT, product, and operations
Participate in standups, incident calls, and project meetings
Data Analysis & Insights
Pull and analyze reports (conversion, inventory availability, error rates)
Compare trends over time (day-over-day, promo vs. non-promo)
Translate data into simple insights (what happened, why, impact)
Testing & Quality Assurance
Execute test cases for new features as assigned (functional, regression, edge cases)
Validate experiences across devices (desktop, mobile, app)
Document defects clearly with steps to reproduce
Partner with Devops on resolutions for production issues
Requirements:
Bachelor’s degree in Business, Information Systems, Marketing, or related field (or equivalent experience)
2+ years of experience in digital operations, eCommerce, or technical support
Strong problem-solving and analytical skills
Basic understanding of digital platforms and user experience
Familiarity with ticketing systems (e.g., JIRA, ServiceNow) is a plus
Strong communication and organizational skills
Ability to manage multiple priorities in a fast-paced environment
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
Behavioral HealthUtilization ManagementMental Health AssessmentsBehavioral Health InterventionsHealth Insurance Portability And Accountability Act (HIPAA) Compliance
