Title:  Business Analyst- Field Service

Job Summary

NetApp products are deployed in locations around the world. A large network of depots is in place to respond to spare part requests within 2hr, 4hr or next business day lead times. NetApp’s ability to provide this service is an integral part of the customer experience and a significant contributor to company revenue. As a NetApp service and support business analyst you will be focused on the end-to-end process of responding to an incident in the field, determination of the availability of spare parts and the on-time fulfillment of the spare part request through NetApp third-party logistics (3PL) providers. The planning and positioning of new and refurbished spare parts to support the target response time is managed utilizing the Baxter Service Part Planning application. An additional area of focus is the reverse logistics related to the return and repair of defective parts through a third-party repair (3PR) partner. The initial focus of this position will be on migrating our current service part request processes from an Oracle EBS ERP system to the Oracle Cloud Fusion ERP application.

Essential Functions:
•    Leadership of System Integration Testing (SIT) and User Acceptance Testing (UAT) activity across stakeholders / subject matter experts within the Global Operations and Customer Support Delivery (CSD) organizations.
•    Work with partner relationship managers to support driving Business-to-Business (B2B) integration development and testing activity with our 3PL and 3PR partners.
•    Report accomplishments, challenges, and open issues with Global Operations Leadership and the Oracle Cloud Project Management Office (PMO).
•    Plan and schedule tasks, identify potential bottlenecks, and track progress over time with Gantt charts
•    Support continuous improvement of the cost to provide service, lead-time to fulfill part requests and quality of spare parts to NetApp customers.
•    Support continuous improvement of the end-to-end customer experience from incident to resolution across multiple functions and systems at NetApp.

Job Requirements

•    10 years of relevant related experience required.
•    Experience with planning and replenishing large scale networks of service part depots.
•    Experience with forward and reverse logistics utilizing 3PL partners.
•    Excellent verbal and written communication skills with ability to work collaboratively within a team environment, cross-functionally across internal functions, orgs, and with NetApp partners to meet aggressive goals and pre-defined feature and metric requirements.
•    Strong computer skills including Microsoft Word, Excel, PowerPoint, Project
•    Familiarity with Jira for tracking task activity and testing defect resolution.
•    Preferred experience with Field Service applications (Salesforce.com, Oracle Field Service Management, Oracle Service Logistics, and Oracle Cloud ERP). 
•    Experience with Data Visualization techniques and Microsoft PowerBI reporting is a plus.
•    Experience with the Supply Chain Operations Reference (SCOR) model is a plus.
•    Experience with lean six-sigma principles to reduce waste is a plus.
 

Education

• Bachelor’s degree in industrial engineering, operations management, or a related field or equivalent experience.  Supply Chain Operations Reference (SCOR) professional a plus. Project Management Professional (PMP) / Certified Project Manager (CPM) a plus. Master’s degree preferred.
   
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