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Title:  Sr. Business Systems Analyst - Customer Support


Research Triangle Park, NC, US, 27709

Requisition ID:  32284


Are you data-driven?  We at NetApp believe in the transformative power of data – to expand customer touchpoints, to foster greater innovation, and to optimize operations.  We are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice.  We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.


We’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business.  With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management.

Job Summary

NetApp Business Systems Analysts work as part of a team that support and enhance NetApp’s world-wide business processes and systems. You will utilize your strong technical competencies and functional business expertise to identify, evaluate, and develop systems and procedures that meet business user requirements. To do this successfully you will work closely with cross-functional teams to understand business needs, as well as with IT architects and developers to provide elegant solutions. An ability to understand business process issues and communicate technical solutions to the internal client is essential to your success in this role. Project management skills and a customer service orientation are key.


Essential Functions:

The Sr. Business Systems Analyst for Customer Support will focus primary on individual business processes and systems throughout the Customer Support Delivery area, with a focus on support case management and other contact center capabilities.  You will also engage with other functional areas to deliver comprehensive solutions.


Specific areas of responsibility of the Business Systems Analyst's team include:


Business Functional Knowledge:

  • Collaborate with business users to define processes that meet business needs.
  • Ensure processes are scalable and flexible to meet future business need.
  • Design processes that can be implemented with minimal disruption to supporting systems, and that are cost effective.
  • Anticipate the needs of stakeholders affected by process change.
  • Ensure that proposed changes represent the best overall fit for the organization.


Business Requirements- Definition and Technical Team Coordination:

  • Develop and define IT requirements to support process and system changes.
  • Co-lead design sessions to identify gaps and opportunities.
  • Create detailed functional design documents for conversions, interfaces, and reports.
  • Coordinate with IT development teams to manage the development process and resolve issues.
  • Prepare and execute testing plans to ensure high quality results.


Support and Technical Sustaining Operations:

  • Monitor implemented systems and processes to ensure high performance.
  • Manage support requests to ensure timely and thorough resolution of issues.
  • Serve as a resource to super users for education on technical system functionality.


Project Management:

  • Monitor and drive resolution of issues.
  • Document and communicate status updates to team members and Management.
  • Estimate resource requirement and determine IT impacted groups.


Job Requirements
  • Strong oral and written communication skills; including process documentation.
  • Strong analytical, problem-solving, negotiation, task and project management, and organizational skills.
  • Knowledge of various development methodologies, including waterfall and agile/scrum (agile experience a definite plus).
  • Experience working with IT development staff on complex projects.
  • Strong understanding of software engineering principles and practices.
  • Strong technical background and personal computer skills including: Excel, Visio, and Word.
  • Ability to work collaboratively and take a lead role, as needed, within a team of other business systems analysts and cross functional peers to support deadlines.
  • Ability to handle multiple tasks concurrently.


Responsibility and Interaction:



  • The tasks this individual is responsible for are often unstructured and less defined, requiring creative solutions.
  • This individual will apply attained experiences and knowledge in solving complex problems.



  • This individual must work effectively with Staff to Vice President level employees within the function, across functions, and with external parties.
  • Limited supervision and direction is provided, as this individual can operate and drive results and set priorities independently.
  • The ideal candidate will be a proactive contributor and subject matter expert.
  • To be successful, this individual must demonstrate favorable results through regular leadership and influencing others.


  • A minimum of 8 years of experience is required. 9 to 11 years of experience is preferred.
  • A Bachelor of Arts or Science Degree required; Information Technology, or related technical field is preferred.
  • Demonstrated ability to have completed multiple, complex technical projects.


So get ready to tap into the data visionary within, and join us as we accelerate digital transformation and empower our customers to change the world with data!


If you ask a NetApp employee why they work here, the answer is inevitably the same: the people. At NetApp, our culture is at the heart of what we do. We place importance in trust, integrity, teamwork, and caring above all else. NetApp is a place where people are empowered to make a difference. Empowered to innovate. Empowered to collaborate. Empowered to help ourselves and others be data-driven and change the world. We take care of each other, our customers, our partners, and our communities simply because it’s the right thing to do.


We work hard but also recognize the importance of work-life balance for our employees because what’s important to them is important to us!  Recently we implemented Family First, which encourages employees to take paid time off to bond with a new child (through birth or adoption) or to care for a family member with a serious health condition.  Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to donate their time with their favorite organizations.  We provide comprehensive medical, dental, wellness and vision plans for you and your family.  We offer educational assistance, legal services, and access to discounts and fitness centers. We also offer financial savings programs to help you plan for your future.  


Join us and see what empowerment can do. 



Equal Opportunity Employer Minorities/Women/Vets/Disabled

Nearest Major Market: Durham
Nearest Secondary Market: Raleigh

Job Segment: Systems Analyst, Medical, Engineer, Customer Service, Technology, Healthcare, Engineering, Research