Omnichannel Technology Analyst

Position purpose

Omnichannel solutions and delivery

• Support omnichannel solutions that enhance customer experience and advance digital transformation objectives.
• Bridge business and technology teams so solutions meet operational, commercial, and customer requirements while aligning with enterprise architecture and global standards.
• Support delivery from discovery and requirements gathering through implementation, deployment, hypercare, and operational handover.
• Maintain project plans and track scope, timelines, risks, dependencies, budgets, and resource needs; escalate variances that may affect objectives or milestones.

Platforms and solution analysis

• Coordinate assigned work across Salesforce Commerce Cloud (SFCC), Fluent Commerce OMS, SAP, CRM and loyalty platforms, retail applications, middleware, APIs, and payment solutions.
• Align integration dependencies, technical requirements, and business processes across systems and teams.
• Define requirements, analyze customer journeys, map operational processes and system touchpoints, review solution impacts, and validate technical and functional feasibility.
• Ensure proposed solutions deliver business value while improving customer experience and operational efficiency.

Deployment, risks, and improvement

• Support deployment planning, cutover preparation, Go/No-Go documentation, production validation, and business readiness.
• Coordinate releases with global and local teams to minimize disruption, then coordinate hypercare, support transitions, and operational stabilization.
• Identify project risks, integration dependencies, technical constraints, resource conflicts, operational impacts, and delivery challenges; support mitigation and resolution.
• Support optimization of omnichannel capabilities, processes, governance, support models, and customer experiences; recommend automation and efficiency improvements.

Stakeholder management

• Build relationships across Digital, Retail, CRM, Customer Service, Finance, Marketing, Supply Chain, Operations, and Technology teams.
• Support workshops, steering committees, governance forums, status reviews, and executive reporting; coordinate follow-up across local and global teams.
• Track delivery risks and implementation challenges, coordinate follow-up, and escalate critical issues to the Omnichannel Technology Solutions & Support Manager.

Qualifications and experience

• 5–7 years of experience in business analysis, technology delivery, digital commerce, or retail technology.
• Practical experience gathering requirements, mapping processes, writing user stories, and coordinating UAT.
• Experience in one or more of eCommerce, OMS, CRM, loyalty, retail applications, payments, APIs, or enterprise integrations.
• Experience supporting releases, incident follow-up, hypercare, or operational handovers.
• Bachelor’s degree in information technology, computer science, business, engineering, or a related field.
• Agile, Scrum, business analysis, or project delivery certification is an advantage.

Additional qualifications

• Strong analytical, documentation, and problem-solving skills with attention to detail.
• Clear communication and effective collaboration with business users, technical teams, and external partners.
• Ability to manage multiple priorities, follow through on actions, and escalate appropriately.
• Customer-focused, curious, and comfortable learning new platforms and processes.
• Fluent English; Arabic and/or French is a plus.

Culture

• Sephora describes a community that embraces authenticity and values differences, a culture of empowerment and learning, and work intended to fulfill and inspire.