IT Analyst- Customer Engagement Technology

Job Summary

JOB DESCRIPTION

The IT Analyst – Customer Engagement Technology is responsible for supporting the management, optimization, and support of our Oracle Retail platforms, with a focus on the Customer Engagement and Promotions Engine platforms. This role will serve as a key support resource between IT, Marketing and Merchandising, ensuring that marketing technology solutions are reliable, integrated, and aligned with business objectives. This role will report to the Manager of Customer Engagement Technologies in IT-Solution Delivery.

Essential Functions

• Perform day-to-day management, administration, and performance monitoring of the Oracle Retail Customer Engagement and Promotions Engine platforms.
• Responsible for environment configuration changes, health monitoring, and centralized supporting marketing technologies.
• Effectively participate in partnerships across Merchandising, Marketing and other business units to understand and align on requirements and deliver technology solutions that drive customer engagement and promotional effectiveness.
• Addresses and resolves technical issues and requests for the Customer Engagement platform. Determines severity and scope of incidents and escalates to higher level teams as appropriate.
• Ability to support cross-functional IT and Ecommerce teams with supportability for Oracle’s Promotion Engine.
• Monitor and support Enterprise Promotions configurations ensuring effective controls and stackability.
• Partner with Marketing, Merchandising and Customer Support for configuration and effective issuance of Loyalty Points, Entitlements and Awards.
• Support and troubleshoot platform integrations with other enterprise systems (ERP, CRM, POS, Ecommerce).
• Partner with Oracle support partners and other technology providers, including SLAs and escalations.
• Ensure system availability, performance, and security, adhering to IT best practices and compliance requirements.
• Execute and support upgrades, enhancements, and implementation projects for marketing technology systems.
• Act as subject matter expert on customer systems, providing guidance and training to business stakeholders.
  
  

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or related field, preferred. Equivalent experience considered.
• 5–8 years of IT experience.
• Working ability to remain effective under stress and respond to pressure in a manner acceptable to others and the organization.
• Hands-on experience with Oracle Retail Customer Engagement and Promotions Engine (required).
• Knowledge of system integrations, APIs, and data workflows.
• Experience with Oracle APEX/RDS including SQL and PL/SQL.
• Familiarity with cloud platforms, databases, and enterprise systems.
• Retail Point of Sale and Loyalty platform experience (Oracle Xstore preferred).
  
  

What Success Looks Like

• Reliable performance and uptime of Oracle Retail platforms.
• Smooth execution of marketing campaigns and promotions enabled by technology.
• Positive feedback from Marketing and business stakeholders on IT support and solutions.