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