Lead Business Analyst - Service Operations

Job Snapshot

Employee Type: Full-time
Job Type: IT
Date Posted: 8/2/2021

Job Description

The Lead 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, 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

Education and Experience Requirements

  • Bachelor's degree or equivalent experience required
  • SQL, RF handheld device systems and infrastructure, HighJump experience a plus
  • Strong math and analytical skills
  • Min 5 years of warehouse management systems on hand knowledge
  • Min 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

Physical Demands

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


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