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FCC Business Analyst (B2C) – Production Operations & Support

Experience: 7-12 Years

Location: Bangalore / Chennai / Pune / Gurugram / Mumbai (Work from Office)

Employment Type: 6-Month Contract-to-Hire (Conversion to Full-Time based on performance)

Shift: General Shift

Job Summary

We are looking for an experienced SFCC Business Analyst (B2C) with strong expertise in Salesforce Commerce Cloud (SFCC) Production Support, IBM Sterling OMS, and Order Management Systems (OMS).

The ideal candidate will be responsible for supporting business-critical eCommerce production environments, managing order lifecycle issues, resolving production incidents, and collaborating with cross-functional teams to ensure seamless business operations. This role requires excellent analytical skills, stakeholder management, and the ability to drive issue resolution in a fast-paced production support environment.

Key Responsibilities

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 to ensure timely issue resolution.

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 Skills

Functional Skills

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

Technical Skills

Salesforce Commerce Cloud (SFCC)

SFCC Production Support

IBM Sterling OMS

Order Management System (OMS)

Order Lifecycle Management

Order Flow Management

REST APIs

SOAP APIs

Incident Management

Major Incident Management

Log Analysis & Monitoring Tools

Preferred Skills

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

Candidate Profile

7-12 years of experience as a Business Analyst or Production Support Analyst in eCommerce environments.

Strong experience supporting SFCC-based B2C applications.

Hands-on experience with IBM Sterling OMS and Order Management processes.

Excellent analytical and problem-solving abilities.

Strong communication and stakeholder management skills.

Ability to work independently and manage production-critical issues under tight timelines.

Why Join Us?

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.

Interested?

Please share your updated resume with [email protected] / [email protected]

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📌 SFCC Business AnalystC) – Production Operations & Support (India)
🏢 New Era Technology
📍 India