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Sr. Analyst, Omni Channel (Digital Fulfilment Configuration)
Company: PetSmart
Location: Phoenix, AZ
Employment Type: Full Time
Date Posted: 06/25/2022
Expire Date: 09/14/2022
Job Categories: Computers, Software, Customer Service and Call Center, Healthcare, Other, Information Technology, Installation, Maintenance, and Repair, Internet/E-Commerce, Retail/Wholesale, Executive Management, Quality Control, Research & Development, Medical, Web Technology, Nonprofit and Volunteer Services
Job Description
Sr. Analyst, Omni Channel (Digital Fulfilment Configuration)
About the Team

The Digital team focuses on delivering a superior customer experience on petsmart.com and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs. We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions.

About the Job



The Sr Analyst role is part of our Omni Channel Digital Fulfillment team and will be responsible for OMS Configuration to enable simulation, modeling, testing and analysis of results of configuration choices to help optimize digital order fulfillment and achieve balance between customer experience, fulfillment costs and operational abilities. This role will help ensure our future digital fulfillment capabilities are enabled to maximize our growth potential.


The Sr Analyst will be a business SME for our Order Management System and other integrated solutions such as rate shopping tools within the business and must work collaboratively with internal and external partners to maintain configurations, capacity setting and rules management. They will work closely with the Sr Manager of Digital Fulfillment experience to understand and configure systems based on customer experience strategies and internal goals. They must have a understanding of the OMS system functions, configurations and related business processes (inventory management, order routing, ecommerce, ship from store and pick up in store flows).


They work across multiple departments, with the technology team, business stakeholders, implementation partners and application vendors to design, re-design and implement software solutions, support daily operations and improve business processes to ensure they meet existing and future business requirements.




  • Responsible for OMS configuration simulation processing for various models and sensitivities
  • Performs analysis on results of modeling exercises and various sensitivities and provides recommendations based on results to align with business needs and goals
  • Leads collaboration with Digital, Store Operations team, Supply Chain, etc. to understand customer experience and omni fulfillment capacity needs and set OMS configuration to support
  • Responsible for setting, monitoring and measuring results of these configurations
  • Regularly meet with decision makers and end users from the various business departments using Manhattan OMNI (Customer Service, Retail, eCommerce, Planning and Allocation, Fulfillment) to understand changing business needs
  • Review and analyze the efficiency of the existing system and configurations, and develop strategies for improving or further leveraging it; Provide guidance for new simulations to optimize the configurations
  • Work with the business stakeholders to evaluate and continuously improve business processes
  • Work with management and PMO on projects and programs as it relates to Manhattan and its integrations
  • Support during the design process, gathering and documenting business requirements, technical requirements, data mapping, system setups and configurations, plan and execute regression, integration testing, cutover, go live and post-go live activities
  • Create technical and end user documentations and training of system modifications and business process changes
  • Provide ongoing training, mentoring and technical guidance to peer business analysts and the rest of the technology team as applicable
  • Provide daily operational support as issues occur in the owned applications and integrations working with service desk, store operations, senior team members, business users and application vendor(s) as needed
  • Work with application vendor(s) to manage and coordinate scheduled system maintenances, updates and patches to ensure testing is completed as necessary
  • Have working knowledge of current MAO/OMS and integrations to internal an external systems
  • Must possess analytical and problem-solving skills to devise solutions to complex problems
  • Excellent communication skills; Able to effectively present complex solutions to technical and non-technical staff at all levels of the organization, across multiple cultures/geographies



KEY COMPETENCIES attributed to managing service include, but are not limited to the following:

Knowledge Skills and Abilities

  • Demonstrated project management abilities and experienced in implementation of software solutions
  • Excellent problem-solving skills – able to identify, analyze and propose solutions to various technical and business issues
  • Excellent time management, multi-tasking, and organizational skills
  • Proven track record in meeting deadlines
  • Collaborative and effective at building consensus across the organization
  • Innovative and solution oriented
  • Works independently, with little or no guidance with the ability to efficiently manage multiple tasks
  • Ability to work collaboratively with individuals in different areas of the organization or vendors both in-person and remote
  • High degree of internet savvy, with a curiosity and enthusiasm for digital trends
  • High degree of accuracy and accountability
  • Understanding of Direct Consumer Shipping, Omni Channel programs such as BOPIS and Ship from Store Functionalities and customer shopping behaviors
  • Bias for action and willingness to roll up one’s sleeves to get the job done






  • Bachelor’s degree, preferably in Information Systems or equivalent with a minimum of 5+ years of experience as a Business Analyst or related role working with OMS Solutions
  • Prior OMNI experience designing and maintaining the OMS system; preferred Manhattan MAO experience
  • Background working on cloud-based solutions, and has vendor management experience
  • Preferred working knowledge of retail and Omni Channel programs/operations

About the Culture

Our home office offers outstanding amenities in a fun and rewarding workplace including:

  • Pet friendly environment, bring your pets to work!
  • A work-life balance and family events such as movie nights, art events and holiday festivals
  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
  • “Sit & Stay” Café serving fresh breakfast and lunch options
  • Starbucks cart—productivity at its finest!
  • “Lil’ Paws” learning center and onsite daycare facility
  • Volunteer events with PetSmart Charities
  • Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
  • Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
  • Explore PetSmart Benefits here: https://benefits.petsmart.com/
Contact Information
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