Position Summary
The Business Analyst – Enterprise Applications, ERP Center of Excellence & Service Desk Triage serves as the primary liaison between business stakeholders, Information Technology, application support teams, and external partners. This role is responsible for business analysis, enterprise application support coordination, oversight of the Service Desk triage process, and helping establish and mature an Enterprise Applications Center of Excellence (CoE). The Business Analyst drives standardization of enterprise application support processes, business process improvements, ERP governance, knowledge management, and continuous improvement initiatives while ensuring incidents, service requests, enhancements, and projects are effectively prioritized, coordinated, and delivered.
Business Analysis
• Gather, analyze, document, and validate business requirements.
• Develop business process maps, workflows, functional specifications, and solution documentation.
• Partner with business leaders to identify opportunities for process improvement.
• Coordinate User Acceptance Testing (UAT), implementations, upgrades, and deployments.
• Assist with business process redesign and ERP optimization initiatives
Enterprise Applications Center of Excellence (CoE)
• Assist in building and maintaining an Enterprise Applications Center of Excellence.
• Develop and maintain application standards, SOPs, and documentation.
• Promote standardized business processes.
• Maintain knowledge repositories and support playbooks.
• Participate in ERP modernization initiatives.
• Recommend operational improvements.
ERP Applications Help Desk
• Coordinate daily Help Desk activities.
• Develop ticket triage and routing procedures.
• Help establish Tier 1, Tier 2, and Tier 3 support processes.
• Maintain knowledge articles.
• Coordinate application support.
• Monitor ticket queues and recurring issues.
Service Desk Triage Oversight
• Oversee daily Service Desk triage.
• Ensure incidents are prioritized and assigned appropriately.
• Monitor SLA compliance and escalate critical issues.
• Coordinate Major Incident response.
• Facilitate operational reviews and Root Cause Analysis.
• Drive backlog reduction
Application Support Coordination
• Coordinate enterprise application support.
• Work with vendors and technical teams to resolve issues.
• Participate in release planning and testing.
• Assist with enhancements and defect prioritization.
Reporting & Metrics
• Maintain dashboards for incident volume, SLA compliance, response/resolution times, backlog, application availability, customer satisfaction, recurring issues, and continuous improvement metrics. Present operational metrics and recommendations to IT leadership.
Requirements
Qualifications
• Bachelor's degree in Business, Information Technology, Computer Science, or equivalent experience
• 5+ years of Business Analysis, Enterprise Applications, or Application Support experience
• Experience supporting ERP or enterprise applications
• Experience with Service Desk/ticketing systems
• Strong analytical, communication, and organizational skills.
Preferred Qualifications
• Experience supporting manufacturing or distribution environments
• ERP modernization projects
• ITIL familiarity
• Enterprise integrations
• SQL and reporting
• Documentation and knowledge management.
Key Competencies
Business Process Analysis, Requirements Gathering, Enterprise Application Support, ERP Governance, Service Desk Operations, Incident & Problem Management, Continuous Improvement, Process Documentation, Customer Service, Communication, Vendor Coordination, Project Coordination.