It’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.

Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.

Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.

Hybrid Position:

This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs.

Title: Sr Analyst – eCommerce & Marketing Technology Operations.

Description:

How this role will make an impact:

The role of the Sr Operations analyst entails the maintenance of eCommerce and Marketing Technology (MarTech) portfolios for both Web and Mobile applications. This support position involves maintaining the operational environment related to eCommerce and MarTech tools and technologies.

The responsibilities encompass collaborating with the team and defining the best practices for operating environments, as well as implementing ITIL practices where possible tailored to the current environment. Primary tasks include addressing incidents, tasks, and problem tickets within the eCommerce and MarTech space for both Web and Mobile applications, identifying opportunities to reduce overall incidents, seeking automation possibilities, maintaining mean time to resolution (MTTR), and delivering high-quality customer support. The position requires direct collaboration with internal and external stakeholders such as business partners, IT teams, and external vendors to ensure the successful translation of requirements into viable solutions.

Your goals and responsibilities will include:

• 5+ years of IT experience, with a focus on handling incidents, Tasks, and problems in the eCommerce and Marketing Technology space for both Web and Mobile applications.
• Deep understanding of ITSM principles and the metrics associated with the ITIL library.
• Experience working in an enterprise eCommerce environment where various applications are integrated and communicated.
• Possess a comprehensive knowledge of the end-to-end eCommerce order process, including order placement, and fulfillment.
• Experience in diagnosing and resolving data feed issues, including problems with data ingestion and scheduled jobs.
• Working experience with ticketing tools, preferably ServiceNow.
• Ability to communicate clearly and effectively with business users to understand their needs and concerns.
• Skilled at troubleshooting problems and providing practical solutions to address user requests.
• Familiarity with error logging tools and alert monitoring tools to proactively identify potential issues.
• Excellent written and verbal communication skills, with the ability to communicate clearly in team meetings.
• Effective partnering/relationship-building abilities.

• Knowledge of XML and JSON is preferred.
• Understanding of APIs and modern technology architecture.
• Has working Experience within retail space.
• Working experience with the Operations team is required.

Plus/Nice to Haves:

• Familiar with digital experience is a plus, a working experience with Marketing tools such as SFMC and eCommerce tools, such as Commerce Tools, Google Tag Manager, and major content management systems is a benefit.
• Experience with reservation/scheduling systems, such as hospitality systems, is preferred.
• Experience with SFMC and understanding of composable and MACH architecture.
• Understanding of the GCP environment.
• Understanding of JavaScript, HTML, CSS, RESTful APIs, HTTP, and networking concepts

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.