IT Ba/Pm - E-Commerce Back-Office Support - FR

Job Description: IT Business Analyst/Project Manager - E-commerce Back-Office Support

Department: L'Oréal Europe Platform Excellence (IT) / E-commerce

Location: Levallois-Perret, L'Oréal France Campus

Role Purpose

You will serve as the strategic and technical bridge between E-commerce business teams and IT Centers of Excellence. Your mission is to ensure operational excellence, monitoring, and continuous optimization of our Back-Office platforms.

Acting as the single point of entry for the Back-Office scope, you will orchestrate complex data flows (orders, payments, stocks, master data) and ensure that technical solutions are aligned with the business ambitions of the Europe Zone. You will contribute directly to a seamless customer experience and the efficiency of L'Oréal's digital operations.

Key Responsibilities

1. Expert Support & Run Optimization

• Level 2/3 Support: Lead the resolution of complex incidents and recurring issues on our platforms (SFCC, Fluent Commerce, HIP, PSP), in coordination with cross-functional support teams.
• Proactive Monitoring: Conduct impact analyses and propose proactive solutions to strengthen system stability, performance, and scalability.
• Tools Management: Ensure rigorous management and tracking via ticketing tools (ServiceNow).

2. Business & Technical Analysis

• Process Auditing: Perform deep-dive analyses of business processes and IT integration flows to identify optimization areas and anticipate functional needs.
• Requirements Gathering: Collaborate closely with stakeholders (Digital Marketing, Operations, Finance, Supply Chain, Payments) to document requirements for new features or system evolutions.

3. E-commerce IT Project Management

• Design: Draft detailed Functional Specification Documents (FSD) ensuring clarity and exhaustiveness for development teams.
• Coordination: Synchronize technical and business teams throughout all solution integration phases.
• Quality Assurance (QA/UAT): Define, plan, and execute User Acceptance Testing (UAT) plans to validate deliverable compliance.

4. Communication & Stakeholder Management

• Facilitation: Streamline exchanges between business units, IT, and external service providers.
• Workshops: Lead co-design workshops and arbitration meetings to align technical and business visions.
• Reporting: Regularly communicate project progress and system health to management.

Your Profile

Education & Experience

• Proven Experience: Significant expertise as an IT Business Analyst, ideally gained within the E-commerce ecosystem or on large-scale IT integration projects.
• OMS Knowledge: Advanced knowledge of Fluent Commerce is highly recommended. As the benchmark OMS for the Western Europe zone, your proficiency with this tool will be a decisive factor in the E-commerce architecture.
• Digital Ecosystem: Strong knowledge of major E-commerce platforms (Salesforce Commerce Cloud, Shopify Plus) is a major asset.
• Support Culture: Solid experience in IT project support and incident management is essential.

Technical & Soft Skills

• Collaboration Tools: Proficiency in project management tools (Confluence, ServiceNow).
• Technical Competencies: Proficiency in integration technologies including MFT, ESB, APIs, Event-driven architecture, and ETL is required.
• Analytical Mindset: Ability to translate complex business issues into actionable technical solutions.
• Interpersonal Skills: Ability to unite multidisciplinary teams in a dynamic, international environment.

Languages

• English: Full professional proficiency (oral and written) is mandatory to thrive within the Europe platform and interact with our international hubs.
• French: not required but it's a plus.