The posting
The Data & Governance Analyst II verifies customer integration changes in production and confirms they are working as expected before the change is signed off. Work reaches this role through JSM once a change is live. 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.
The Analyst II carries the changes with the highest risk and the least precedent — new customer go-lives, multi-partner and multi-site changes, and issues that span more than one system. Where an Analyst I works a defined standard against a known change type, the Analyst II determines what needs to be verified when no criteria exist yet, investigates root cause rather than reporting symptoms, and serves as the technical point of reference for the rest of the team.
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
- Own hypercare monitoring for the team’s highest-risk changes — new customer go-lives, multi-partner and multi-site changes, and changes affecting high-volume accounts or shared master data.
- Monitor live production order flow for the full duration of the hypercare window — rejects, exceptions, status progression, and order data accuracy against what the change was intended to do.
- Determine what must be verified on a change type with no established criteria, and document it so it is repeatable.
- Verify that transactions are transmitting, translating, and posting correctly across all affected trading partners and facilities.
- Judge a change by whether the warehouse can actually fulfill against it, not only by whether the file processed.
- Carry several active hypercare windows concurrently and prioritize across them by customer impact.
Investigation and Root Cause
- Investigate failures to root cause across EDI, order data, item setup, and warehouse system behavior, rather than reporting the symptom and handing it off.
- Query order and item data directly to isolate whether a failure originates in the map, the order data, the item or account setup, or downstream processing.
- Reproduce intermittent and partial failures, including those affecting only a subset of orders, partners, or locations.
- Distinguish a defect in the change from a pre-existing condition or a customer-caused failure, and document the basis for that call.
- Identify where a change has introduced undocumented variation from RJW standards and raise it rather than absorbing it.
The Stage Gate
- Confirm all criteria are satisfied in production before recommending a hypercare window for closure.
- Return a change that has not met the standard to the owning team with specific, reproducible findings, and hold that position under schedule pressure.
- Classify every failure as a hard fail (order rejected) or flow and fix (order passes with exception) and document the basis for the classification.
- Open defect tickets through JSM intake with reproduction steps, sample transactions, and the order, item, or customer identifiers involved.
- Verify fixes in production and confirm the issue is fully resolved before closing.
- Ensure the ticket carries an auditable record of what was checked, what was found, and who accepted any exception.
Team and Process Contribution
- Serve as the technical point of reference for Analyst I peers on difficult failures and unfamiliar change types.
- Mentor and onboard new analysts; review their findings and coach on monitoring depth and issue documentation.
- Draft and maintain verification criteria and checklists as new change types, trading partners, and platforms are introduced.
- Provide operational input into the standard and JSM workflow refinement based on what is actually failing in production.
- Identify recurring failure patterns and bring them to the manager with supporting evidence.
Escalation and Representation
- Escalate issues carrying customer impact, and those that cannot be resolved within the hypercare window, with a clear recommendation.
- Supply failure detail that supports the RJW compliance decision on customer-caused order failures.
- Represent the team directly with delivery teams and, where required, with the customer during an active hypercare window.
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, identify what is incorrect in it, and trace the error back to its source.
- SQL proficiency sufficient to query live order and item data independently.
- Demonstrated ability to troubleshoot a production failure to root cause across more than one system.
- 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.
- Ability to maintain a finding under pressure and to document decisions and exceptions so they stand up to later review.
- Exceptional attention to detail, sustained across repetitive monitoring work.
- Ability to work independently on high-risk changes with limited direction.
- Clear written communication, thorough documentation habits, and the ability to explain a technical failure to a non-technical audience.
- Must also demonstrate a sense of urgency and ownership of assigned hypercare windows.
Education and Experience
- Bachelor’s degree preferred, or equivalent experience.
- 4+ years in EDI support, integration support, order management, data administration, or quality assurance within a logistics or supply chain environment.
- Synapse WMS or McLeod experience preferred.
- Experience monitoring production systems or working a hypercare / go-live support window preferred.
- Familiarity with retail compliance requirements and routing guides preferred.
- Experience in a controlled change, audit, controls, or independent review process preferred.
- Prior experience mentoring or training analysts preferred.
