Technology Analyst - Omnichannel Retail

The Technology Analyst Omnichannel Retail leads end-to-end delivery of strategic omnichannel initiatives across the Middle East. The role translates customer and business needs into scalable solutions across Digital Commerce, Retail Technology, CRM, Loyalty, OMS, SAP, customer-facing applications, and enterprise integrations, while driving governance, stakeholder alignment, deployment readiness, operational handover, and measurable improvements in customer experience, efficiency etc.

Key Accountabilities:

Omnichannel Solutions

• Support the project delivery of omnichannel solutions that enhance customer experience and contribute to brand's digital transformation objectives.
• Act as the business and technology bridge, ensuring solutions meet operational, commercial, and customer requirements while remaining aligned with enterprise architecture and global standards.

End to End Project Delivery

• Support the execution of strategic omnichannel initiatives from discovery and requirements gathering through implementation, deployment, hypercare, and operational handover.
• Maintain project plans and track scope, timelines, risks, dependencies, budgets, and resource requirements, escalating variances that may affect agreed objectives and milestones.

Platform & Integration Coordination

• Coordinate assigned solution delivery activities across multiple enterprise platforms, including Salesforce Commerce Cloud (SFCC), Fluent Commerce OMS, SAP, CRM & Loyalty platforms, Retail Applications, Middleware and APIs, and Payment solutions.
• Ensure integration dependencies, technical requirements, and business processes are aligned across all participating systems and teams.

Solution Design & Business Analysis

• Collaborate with business stakeholders and technical teams to define business requirements, analyze customer journeys, map operational processes, identify system touchpoints, review solution impacts, validate technical and functional feasibility.
• Ensure proposed solutions deliver business value while improving customer experience and operational efficiency.

Deployment & Operational Readiness

• Support deployment planning, cutover preparation, Go/No-Go documentation, production validation, and business readiness activities.
• Coordinate release activities with global and local teams to support seamless production deployment and minimize customer and business disruption.
• Coordinate hypercare activities, support transitions, and track operational stabilization following deployment.

Risk and Dependency Management

• Identify, track and support the management of project risks, including integration dependencies, technical constraints, resource conflicts, operational impacts, delivery challenges.
• Contribute to mitigation plans, coordinate agreed actions, and support resolution through collaboration with business and technology stakeholders.

Continuous Improvement & Operational Excellence

• Support the ongoing optimization of omnichannel capabilities, processes, governance frameworks, support models, and customer experiences.
• Identify and recommend opportunities for automation, operational efficiency, and service improvements across the digital ecosystem.

Stakeholder Management & Governance

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

Experience and Skills Required:

• 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.
• Exposure to one or more areas such as 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.
• Strong analytical, documentation and problem-solving skills with attention to detail.
• Clear communication and the ability to collaborate effectively with business users, technical teams and external partners.
• Ability to manage multiple priorities, follow through on actions and escalate appropriately.
• Customer-centric, curious and comfortable learning new platforms and processes.