Job Description

Client: Walmart

Job ID: WECJP00002311

Job Title: Product Analyst

Location: Sunnyvale, CA- 94086

Duration: 6+ months

Description:
Walmart Global ecommerce is looking for a strong individual with leadership skills who excels in market place product analysis. The person also would need to have strong verbal and written communication to address the product/technical issues.

Responsibilities and activities include: 
• Understand business flows, tools, trouble shoot and support seller issues using tools. 
• Ongoing management of seller issues, queries and operational issues. 
• Coordination of issue resolution across business, production support, business support analyst and functional teams in the context of specific issues. 
• Triage the issue, decide the priority of the issue based on SLA guidelines and resolve or initiate ticket to Support Level 2. 
• Manage relationship with Tier 1, Tier 2 and Tier 3 sellers to improve their experience with Walmart. 
• In case of any applications failure, will initiate a call to Siteops (24 x 7) or next level support depending upon severity of issue. 
• Resolve Partner Portal login issues such as Password Reset, Forgot Password, etc 
• Help to resolve simple taxonomy issues 
• Address basic setup requirements such as Published, Unpublished, Pricing, Shelf, Image, Commission, Tax, Mapping and Attribution issues. 
• Address Order, Cancel and Refund and Seller Payment issues. 

Qualifications:

• Understand business flows, tools, trouble shoot and support seller issues using tools.
• Run regular liaison meetings between sellers, market place aggregator and business to review overall operational metrics.
• Ongoing management of seller issues, queries and operational issues.
• Coordination of issue resolution across business, production support, business support analyst and functional teams in the context of specific issues.
• Identify trends to figure out hotspots for effort and support cost drivers – work with PM and Engineering to build features and tools to reduce costs.
• Process improvements to reduce ongoing support costs.
• Institute and monitor support case resolution metrics and drive efficiencies.
• Identify systematic issues that need fixes across systems until hand off to production support/Engineering/Product teams via backlog for implementation.
• Understand seller setup process and educate sellers on process, requirements and timelines for on-boarding process.
• Work with internal teams to set up appropriate systems, code promotions into production until seller can go live.
• Understanding of integration interfaces, lower level systems at UI/debugging level to be able to bring on new direct sellers.
• Help to integrate partners to MP infrastructure
• Basic knowledge in Java, web services and database.

Minimum Qualifications:
• Bachelor's Degree 
• 5 to 7 years of relevant work experience 
• Prior experience in lead role 

Additional Preferred Qualifications:
• Experience in using market place portal and other supporting tools, alerts, reports and analytics. 
• Ability to summarize and present complex issues to a variety of audience