The posting
The Data & Governance Analyst I verifies customer integration changes in production and confirms they are working as expected before the change is signed off. This is the role that watches live orders flow after a change is deployed and identifies the problem before it becomes a support escalation or a customer complaint.
The delivery teams — New Business Onboarding, Integration Onboarding, Integration Support, and Data Integrity — own building and deploying the change. This team is the independent check that follows. Work reaches this role through JSM once a change is live; the analyst monitors it for the duration of the hypercare window, classifies any failure found, documents it clearly enough for the owning team to resolve without follow-up, and verifies the fix in production.
Essential Duties and Responsibilities
Governance Principles
This role applies the following principles to the integrations and data that support order creation and warehouse execution.
- Evidence over assertion: A change clears because production behavior was observed and documented, not because the delivery team reports it is working. Every conclusion is supported by what was seen in the live system.
- Clear accountability: Issues are returned to the team that owns the change. This role finds, documents, and re-verifies; it does not take over the correction and does not pass the work to internal support.
- Data governance: Order-creation data — items, ship-tos, customer and account setup, cross-references — is treated as a controlled asset. A wrong record is treated with the same seriousness as bad code, because it breaks an order just as reliably.
- Compliance and controls: Changes are verified against customer contractual commitments, retail routing guide requirements, and internal SLAs. What was checked and what was found is evidenced in the ticket so the decision can be reconstructed later.
- Risk-based oversight: Effort is scaled to exposure. A high-volume go-live or a change touching shared master data warrants closer monitoring than an isolated, low-impact update.
- Change and lifecycle management: No hypercare window closes with open issues unless the deferral is documented and accepted by a named owner.
- Standardization: Verification is performed against RJW standards and approved baselines, and any customization or one-off configuration encountered is documented rather than absorbed quietly.
- Transparency: Findings are reported plainly, including the ones that are unwelcome or that delay a closure. Raising a concern is expected and supported, including when it turns out to be nothing.
Production Monitoring During Hypercare
- Monitor live production order flow for the full duration of assigned hypercare windows — rejects, exceptions, status progression, and order data accuracy against what the change was intended to do.
- Verify that transactions are transmitting, translating, and posting correctly across the affected trading partners.
- Confirm order data is landing correctly in production, including items, ship-tos, labels, MABD, and PO type.
- Judge a change by whether the warehouse can actually fulfill against it, not only by whether the file processed.
- Maintain the hypercare ticket with what was checked, what was found, and what remains open.
The Stage Gate
- Apply the established verification criteria to every assigned change and confirm all criteria are satisfied in production before recommending a window for closure.
- Return a change that has not met the standard to the owning team, with specific findings rather than a general concern.
- Verify fixes in production and confirm the issue is fully resolved before closing.
- Escalate to the manager any case where the criteria do not clearly apply or an exception is being requested.
Issue Identification and Documentation
- Classify every failure as a hard fail (order rejected) or flow and fix (order passes with exception) and document the basis for the classification. An order that ships with an exception is still a finding.
- Open defect tickets through JSM intake with reproduction steps, sample transactions, and the order, item, or customer identifiers involved.
- Escalate issues that carry customer impact or that cannot be resolved within the hypercare window.
- Provide failure detail that supports the RJW compliance decision on customer-caused order failures.
Process Support
- Flag recurring failures and patterns to the manager rather than handling them one at a time.
- Keep ticket documentation complete and current so that gate decisions are auditable after the fact.
- Suggest improvements to monitoring checklists as new change types, trading partners, and platforms are encountered.
- Partner with Integration Support and the onboarding teams during active hypercare, keeping communication clear and timely.
Required Qualifications
- Third-party logistics or retail logistics experience, with a working understanding of how orders move from receipt through fulfillment and shipment.
- Hands-on warehouse management system (WMS) experience — able to navigate order, item, and inventory data within the system to verify a change in production.
- Ability to read a raw X12 file and identify what is incorrect in it.
- Working knowledge of order processing and item data — items, ship-tos, labels, MABD, PO types.
- Proficiency with a ticketing system (JSM, Zoho, ServiceNow or similar), including writing an issue that a developer can act on without a follow-up conversation.
- Willingness to work to a defined standard and to document findings so they hold up to later review.
- Exceptional attention to detail, sustained across repetitive monitoring work.
- Willingness to escalate. An analyst who suspects something is wrong and says nothing is the failure this role exists to prevent.
- Clear written communication and thorough documentation habits.
- Must also demonstrate a sense of urgency, ownership of assigned hypercare windows, and the ability to manage several active windows at once.
Education and Experience
- Bachelor’s degree preferred, or equivalent experience.
- 2+ years in EDI support, integration support, order management, data administration, or quality assurance within a logistics or supply chain environment.
- SQL or equivalent ability to query live order and item data directly preferred.
- Synapse WMS or McLeod experience preferred.
- Familiarity with retail compliance requirements and routing guides preferred.
- Exposure to a controlled change, audit, or quality review process preferred.
