Marriott International is seeking a Software Engineer, Salesforce Commerce Operations to manage operational aspects of the eCommerce platform including incident management, problem management, site performance, continuous improvement and communications with cross-functional stakeholders.
Responsibilities
- Partner with business and technology teams to build support plans for end-to-end Commerce operations
- Actively monitor the B2C Commerce Cloud and Order Management platform for performance issues, identifying root causes of technical problems, and implementing corrective actions to minimize downtime and impact on customer experience.
- Manage deployments of updates, patches, and new features to the B2C Commerce Cloud environment, ensuring proper configuration and data integrity.
- Analyze system performance metrics, identifying bottlenecks, and implementing optimizations to improve website load times and overall user experience.
- Maintain data quality within the B2C Commerce Cloud, including product catalog management, price updates, and inventory synchronization.
- Manage integrations between the B2C Commerce Cloud, OMS and 3rd party solutions ensuring data flows seamlessly.
- Respond to customer-facing issues, investigate root causes, and coordinate with cross-functional teams to resolve technical problems quickly.
- Create scripts and workflows to automate repetitive tasks related to system maintenance and operational processes.
- Lead incident management and problem management processes to ensure timely resolution of issues (e.g. Use of ServiceNow, Manage SLAs, follow ITIL and Marriott best practices)
- Lead performance tests/volume tests, fix priority problems and build reliability/performance dashboards in collaboration with multiple partners/third-party providers
Required Skills:
- Bachelor’s degree in computer science, or related field, or a combination of relevant education, training, and experience.
- 5 years’ experience in Digital Commerce technology
- Experience with Retail and/or Digital support
- Strong understanding of incident management and problem management processes
- Experience with communication and collaboration tools (e.g. Slack, Jira, Confluence)
- Experience with Dynatrace and/or Splunk for observability and monitoring, including setting up and configuring dashboards, alerts, and synthetics
- Knowledge of ServiceNow for incident management, including creating and managing incidents, problems, and changes
- Familiarity with ITIL (Information Technology Infrastructure Library) best practices
- Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and globally distributed teams
- Experience with Salesforce B2C Commerce Cloud, SFCC development and deployment processes
- Knowledge of Salesforce Commerce Cloud APIs and integrations
- Experience with Salesforce Service Cloud/OMS a plus
- Experience with CDN & WAF a plus (Cloudflare or Akamai preferred)
- Experience with Bot Mitigation tools a plus
- Experience building data visualization Tableau dashboards a plus
Other Qualifications
- An unbridled curiosity and interest in problem solving
- Solid understanding of monitoring tools such as Dynatrace and Splunk
- Previous Hospitality Industry experience
- Previous Experience with Salesforce OMS
- Experience with ADA(a11y) Compliance
The pay range for this position is $40.81 to $67.98 per hour.
Washington Applicants Only: Employees will accrue 0.0334 PTO balance for every hour worked and eligible to receive minimum of 9 holidays annually.
