Technical Business Systems Analyst at Les Schwab in Bend, OR

This role is a unique blend of technical application support, systems analysis, and product leadership, focusing on the Retail Marketing lifecycle. The objective is to be the bridge between business units and engineering, maintaining stable core applications while driving the roadmap for future enhancements.

As a strategic technology partner within IDS - Omnichannel Retail, the Technical BSA/Product Owner will act as the Tier 3 technical escalation point, performing root-cause analysis, system monitoring using SQL/logs, and maintaining technical documentation. This position synchronizes technical sprints with the retail marketing calendar, orchestrates "Feature Freezes" for major retail milestones, and translates promotional concepts into functional system requirements.

PRIMARY RESPONSIBILITIES:

25% - Operational Excellence

• Triage & Troubleshooting: Act as the Tier 3 technical escalation point for complex application issues. Perform root-cause analysis (RCA) to identify systemic bugs versus user errors. Based on the conclusion, escalate to appropriate team members. 

• System Monitoring: Use SQL, logs, and monitoring tools to proactively identify performance bottlenecks or data integrity issues.

• Technical Documentation: Maintain comprehensive documentation for system architecture, data flows, and support playbooks.

• Vendor Management: Interface with third-party software providers to manage tickets.

20% - Product Management & Delivery

• Backlog Management: Own, prioritize, and groom the product backlog. Ensure that support-driven fixes are balanced with new feature development.

• Vision & Roadmap: Collaborate with stakeholders to define the product vision and translate it into a 6-month rolling roadmap.

• Partner with our BPS business stakeholders to follow the intake process for new business related objectives. 

• User Stories & Acceptance Criteria: Write detailed user stories and define clear "Definition of Done" (DoD) and acceptance criteria for the engineering team.

• Stakeholder Communication: Serve as a point of contact for business portfolio, providing regular updates on release cycles and project status.

20% - Team Leadership 

• Requirement Gathering: Lead discovery sessions to understand business pain points and translate them into functional and technical specifications.

• UAT Oversight: Lead User Acceptance Testing (UAT) sessions, ensuring that delivered features meet business requirements and don't introduce new regression issues into the environment.

• Process Improvement: Identify opportunities to automate manual support tasks or streamline workflows within the applications.

15% - Design for the Future

• Think creatively, recognize new business trends within the areas of departmental scope and identify the most valuable opportunities, ideas, and improvements for the organization's Retail Marketing efforts.

• Actively communicate business strategy, creating a shared understanding and shared vision throughout the organization regarding Retail Marketing initiatives.

• Identify and create strategies/methods of implementation to make the vision a reality and drive strategic planning to completion for e-Commerce and customer-facing solutions.

10% - Stakeholder & Vendor Management

• Build and maintain strong relationships with business stakeholders in Marketing and Retail to ensure product backlogs are aligned with their needs and priorities.

10% - Crisis Management

• Ability to remain calm and provide clear communication during high-stakes retail events when application downtime translates directly to lost revenue.

Educational/Experience Requirements: 

• Four-year college degree in a related field, such as Computer Science or Information Systems, or equivalent relevant experience.

• Minimum of 3 years as a BSA or Technical Support Engineer.

• Minimum of 2 years of experience managing or leading teams focused on Retail Marketing, e-Commerce, or customer-facing digital solutions.

• Experience working in a product-oriented or agile IT environment is highly preferred.

Required Technical Skills/Knowledge: 

• Experience with e-Commerce platforms, content management systems, and web analytics tools preferred. 

• Strong understanding of product management principles and agile/waterfall methodologies. 

• Knowledge of architectural best practices for web and e-Commerce platforms.

• Understanding of the cross-functional processes involved in delivering digital customer journeys.

• Strong proficiency in SQL for data querying and analysis.

• Experience with APIs (REST/SOAP) and integration platforms.

• Familiarity with Agile tools like Jira, or Azure.

• Exceptional ability to "translate" between deep technical engineering speak and high-level business requirements.

General Knowledge and Abilities: 

• Product Acumen & Business Agility: Excellent ability to translate business needs into product features and prioritize for maximum value. Demonstrated learning agility to absorb information and apply it to emerging technologies.

• Communication: Excellent ability to communicate a product vision and roadmap clearly and professionally to both technical and non-technical audiences.  Ensuring that the quality and content of the message (both verbally and in writing) are relevant while demonstrating the ability to be an active-listener.

• Initiative: Ability to organize, manage, and  prioritize projects effectively and strategically.

• Service Excellence: Behave in accordance with Les Schwab's core values: honesty, integrity, and respect. A commitment to creating a culture where the business is treated as a true partner and customer. Ability to create and promote a culture in which service excellence is expected for all levels of staff; encourage service excellence through collaboration and engagement; clearly communicate service expectation to staff and recognize when excellence is achieved. 

• Collaboration & Teamwork: A strong ability to establish cooperative working relationships, particularly with the internal platform teams who are critical partners for success.

Physical Requirements: Primarily desk position; regularly required to sit, occasionally required to stand and walk.  Requires frequent and repetitive use of hands and fingers to operate computer, mouse, keyboard, and office related equipment and the ability to reach with hands and arms.  This position requires lifting no more than 10 pounds.  Specific vision abilities required by this job include close visual acuity and the ability to adjust focus.  Requires the ability to communicate verbally and exchange information by phone and in person.

Work Environment: Office, non-manual work; the worker is not substantially exposed to adverse environmental conditions.  The worker must be available when urgent issues arise that require their coordination or escalation.  Urgent-availability needs are rare but the worker is expected to comply when they occur.  This may include performing work outside of regular hours and/or supporting teams performing off-hours work by checking in remotely and/or in person as necessary.