SFCC Business Analyst (B2C) – Production Operations & Support

The role

The candidate will provide end-to-end production support for Salesforce Commerce Cloud (SFCC) applications. They will manage order lifecycle issues, resolve production incidents, and monitor eCommerce production operations.

What you will do

• Provide end-to-end production support for Salesforce Commerce Cloud (SFCC) applications.
• Monitor and manage day-to-day eCommerce production operations.
• Analyze, troubleshoot, and resolve complex production issues related to SFCC, OMS, payment gateways, shipping, and third-party integrations.
• Monitor order lifecycle, order flow, and fulfillment processes to identify operational exceptions.
• Act as the primary point of contact for production incidents and business-critical escalations.
• Perform Root Cause Analysis (RCA) and recommend preventive measures for recurring issues.
• Coordinate with Business, Product, Engineering, Operations, Client, and Vendor teams.
• Manage stakeholder communication by providing regular updates and resolution timelines.
• Support Major Incident Management activities and coordinate cross-functional teams during production outages.
• Maintain documentation for incidents, RCA reports, SOPs, and operational processes.

Required qualifications

• 7-12 years of experience as a Business Analyst or Production Support Analyst in eCommerce environments.
• Strong experience in Salesforce Commerce Cloud (SFCC) Production Support.
• Hands-on experience supporting B2C Commerce applications.
• Strong understanding of Order Management Systems (OMS).
• Experience with IBM Sterling OMS.
• Knowledge of Order Lifecycle Management and Order Processing.
• Experience with Order Orchestration and Fulfillment processes.
• Incident Management and Production Operations experience.
• Excellent stakeholder and client communication skills.
• Salesforce Commerce Cloud (SFCC).
• SFCC Production Support.
• IBM Sterling OMS.

Nice to have

• Experience with SFCC Storefront Reference Architecture (SFRA)
• Salesforce Commerce Cloud Business Manager (BM)
• Inventory Management
• Payment Gateway Integrations
• Shipping Integrations
• Retail Commerce / eCommerce domain experience
• Experience working with Agile teams

Benefits

• Opportunity to work with leading global retail and eCommerce platforms.
• Exposure to enterprise-scale Salesforce Commerce Cloud implementations.
• Collaborative and fast-paced work environment.
• Strong opportunity for full-time conversion after the initial contract period.

About the company

New Era Technology is a global team of over 3,000 professionals that securely connects people, places, and information with end-to-end technology solutions at scale.