JMP, a subsidiary of SAS, is committed to empowering scientists and engineers via our world-class family of statistical software products. For over 30 years, JMP has enabled customers to speed new drugs to market, to design better products and processes, and to figure out how to restore ecosystems. Advancements are made when brilliant people use JMP statistical discovery software to see what they’ve not seen before. If you are a problem solver, a connector, and someone who enjoys helping others, then you might just be the next person to join this dynamic, growing, and global team.

About the job:

As a Business Systems Analyst (Contractor/1 year) on our Digital Operations team, you’ll support the eCommerce team in handling requests from internal customers like Business Operations, Finance, and Sales. You’ll also closely collaborate with the Customer Enablement team on solving complex customer situations. Additionally, you’ll participate in the Sprint planning process, providing valuable insights on internal and external feature requests and overall usability improvements.

Required Experience::

Up to two years' experience in software development, software testing, software consulting, or supporting complex software applications. Experience in the following areas desired: customer support, systems design, development and integration; systems reporting; and computer administration. Experience directly related to area of assignment may be used to satisfy the above requirements.

Responsibilities:

• Monitor and respond promptly and professionally to internal and external requests.
• Escalate complex or unresolved inquiries to the appropriate departments, providing clear context.
• Support internal and external customers with order, payment, and account-related issues.
• Investigate and reproduce reported website or platform issues.
• Document processes, instructions, and workflows for internal knowledge bases.
• Manage and modify customer accounts, subscriptions, orders, and payments using internal tools.
• Participate in sprint planning, retrospectives, and other Agile ceremonies.
• Perform end-to-end (E2E) testing of ecommerce flows and document the results.
• Collaborate with cross-functional teams (Business Operations, Finance, Sales, Support) to ensure customer satisfaction.

Knowledge, Skills and Abilities:

• Strong written communication skills with a professional and empathetic tone are essential.
• You should also be able to efficiently triage, prioritize, and respond to high volumes of email inquiries.
• Familiarity with ticketing systems and CRM tools (e.g., Salesforce, Jira) is crucial.
• Additionally, knowledge of databases is beneficial.
• While not required, experience with Adobe Commerce (Magento), Salesforce, and Stripe is highly desirable.
• A proactive problem-solver with strong attention to detail is ideal.
• Understanding of global e-commerce and associated customer service expectations is also important.
• Experience working in a Scrum/Agile environment is beneficial.
• You should be comfortable documenting recurring issues and surfacing trends.
• A basic understanding of web technologies is helpful for investigating technical issues.

Education:

Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.

Diverse and Inclusive

At SAS and JMP, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

 Additional Information:

JMP is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. 

Equivalent combination of education, training and experience may be considered in place of the above qualifications. Resumes may be considered in the order they are received. JMP employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, JMP may obtain nationality or citizenship information from applicants for employment. JMP collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

All valid JMP job openings are located on the Careers page at www.jmp.com. JMP and SAS only send emails from verified “jmp.com” and "sas.com" email addresses and never ask for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of JMP, please contact us at Recruitingsupport@sas.com before taking any further action.

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