Senior Business Analyst - Service Operations

Job Summary:

The Senior Business Analyst Service Operations is responsible for administrative and technical knowledge of the service and operations business processes and systems.

Duties and Responsibilities

• Acts as the subject matter and functional expert of service operations systems and business operations
• Gathers requirements related to service operations technology needs and manages them through the IT solutions delivery teams
• Works with all support functions to develop service levels that are aligned to service operations business need

• Serves as the liaison between the service operations leadership and the IT organization, managing escalations related to service disruption, performance, or other issues as they materialize
• Manages the service operations portfolio and provides updates to the business and IT leadership at regular intervals
• Provides progress reporting and planning to their supervisor for monthly review
• Ability to manage through influence; driving daily, weekly, and monthly goals
• Implementation and support experience with WMS and ERP systems as well as working knowledge of the integration of the two
• Leverages analytics resources to extract and present data from systems of record to troubleshoot problems or to support a business case related to system errors / failures, service delivery, and quality
• Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the system of record
• Proactively Identifies improvement opportunities and recommends solutions
• Works through multiple projects and deadlines
• Will be required to work on-call rotation and some weekends
• Will be expected to serve as the critical incident manager
• Will be expected to be available off hours to support critical incidents

Physical Demands

• Able to work in various temperature conditions
• General office environment

Education and Experience Requirements

• Bachelors degree or equivalent experience required
• SQL, RF handheld device systems and infrastructure, HighJump experience a plus
• Strong math and analytical skills
• 3 - 5 years experience with service operations
• 3 - 5 years of warehouse management systems on hand knowledge;
• 3 - 5 years experience in a Distribution or Service Operations Environment
• Working knowledge in MS Office
• Executive Level communication skills
• Obsessed with High Performance, Never Satisfied, Always driving for improvement