Saks Global Technical Operations Analyst
- Employment
- Full-Time
- Seniority
- Junior
- Compensation
- $46,000–58,000/year
- Department
- IT & Technology Systems
- Posted
- Oct 6, 2026
About Saks Global
Saks Global is a leading multi‑brand luxury retailer operating Saks Fifth Avenue, Saks OFF 5TH and other luxury retail and e‑commerce experiences. The organization leverages extensive customer data, dedicated merchandising and digital capabilities, and strategic brand partnerships to deliver a highly curated luxury shopping experience across physical and digital channels.
Exemplar Luxury Group is hiring a remote Technical Operations Analyst to coordinate frontline technical assistance for Contact Center employees and vendor partners, support contact center systems, and manage incident communications and resolution. The role is full-time and requires schedule flexibility, including night shifts and coverage for 24/7 operations; annual compensation is $46,000–$58,000, varying by geographic location and experience.
Role & Responsibilities
- Provide internal technical customer service to the Customer Service team through Jira, phone, email, and chat.
- Administer account access and licensing for internal associates and Service Partners, with a focus on security and efficiency.
- Provide operational support for core omnichannel contact center and voice solutions.
- Serve as the operational point of contact during technical incidents, communicating in real time and coordinating resolution across teams.
- Make real-time schedule adjustments and perform operational support tasks as directed by the Workforce Management team.
- Support critical third-party applications, liaising directly with vendor support teams on complex issues.
- Identify and implement process improvements to enhance system reliability and agent efficiency.
- Perform additional duties as assigned.
Qualifications
- At least 1 year of professional experience in a customer-facing or technical support role.
- In-depth knowledge of desktop application troubleshooting and operating system fundamentals.
- Proficiency with Microsoft Office 365 and Google Workspace (G Suite).
- Dependability, reliability, and schedule flexibility to meet 24/7 operational needs.
- A strong sense of urgency and the ability to remain efficient, calm, and focused under pressure during critical events.
- Strong verbal and written communication skills, including clear and empathetic technical explanations.
- Strong organizational and multitasking skills, with the ability to manage simultaneous critical activities.
- Availability to work night shifts and flexibility to cover operational needs periodically.
- Comfort working in a remote environment.
- Preferred: Experience with virtual desktop environments such as Island, Azure Virtual Desktop, or similar.
- Preferred: A technical background or degree, such as an associate's or bachelor's degree in Computer Science or Information Technology, or equivalent practical experience.
- Preferred: Familiarity with Jira Ticket Management.
- Preferred: Experience in a BPO or large-scale contact center environment.
Skills
Experience
At least 1 year of professional experience in a customer-facing or technical support role; preferred experience in virtual desktop environments and a BPO or large-scale contact center environment.
Education
Preferred technical background or degree, such as an associate's or bachelor's degree in Computer Science or Information Technology, or equivalent practical experience.
Workplace
The role is situated in Texas, Texas, USA.
Compensation
The base compensation for this position ranges from USD 46,000 to USD 58,000 per annum.
Benefits
Medical, dental, and vision insurance; 401(k) retirement plan; basic and supplemental life insurance; disability insurance; voluntary benefits including critical illness, hospital, and accident insurance; employee discount; eligible full-time employees also receive a comprehensive benefits package.
Culture
Saks Global fosters a fast‑paced, customer‑centric culture rooted in luxury merchandising and digital innovation. Teams are collaborative and data‑informed, offering exposure to cross‑functional career paths across retail, distribution and e‑commerce.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Saks Global, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «IT Operations Analyst», «Technical Support Analyst», «Service Desk Analyst», «Technical Services Analyst», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.