Operations Business Analyst

KEY RESPONSIBILITIES
• Serve as the primary Business Analyst for Operations, field service, Fleet, Safety, and related application initiatives, partnering with regional and functional stakeholders to understand priorities and operational pain points.
• Analyze current-state and future-state processes for work intake, scheduling, dispatch, work orders, field execution, mobile workflows, asset and fleet activities, telematics, safety, compliance, and operational reporting.
• Translate operational needs into requirements, process maps, business rules, data definitions, user stories, acceptance criteria, role or access needs, and measurable success criteria.
• Perform functional analysis and support solution design across Microsoft Dynamics, the field service solution, Fleetio, telematics platforms, KPA/Novara, and connected enterprise applications.
• Identify opportunities to standardize processes across locations and business units while documenting legitimate operational differences that must be preserved in the solution.
• Plan and coordinate pilots, user acceptance testing, regression testing, defect review, release readiness, training, field communications, and post-go-live adoption for application changes.
• Use advanced Microsoft Excel to transform, combine, validate, and analyze operational data; build dynamic models for workload, capacity, utilization, productivity, cost, service levels, and scenario analysis; and present findings clearly to operational leaders.
• Analyze issues that span ERP, field service, fleet, safety, CRM, HR/payroll, risk, integrations, and reporting; coordinate the appropriate application owners, engineers, vendors, and business stakeholders through resolution.
• Maintain and prioritize the Operations application backlog using business value, operational risk, field impact, dependencies, effort, and readiness, and communicate tradeoffs to stakeholders.
• Create and maintain process documentation, training materials, test scenarios, release communications, user guidance, and change-impact information that support consistent adoption across the field organization.
EDUCATION AND EXPERIENCE
Bachelor’s degree in business, operations, supply chain, information systems, engineering, or a related field, or an equivalent combination of education and relevant professional experience. Minimum of 5 years of progressive experience in business analysis, field service, operations systems, fleet technology, enterprise application implementation, process improvement, or related consulting. Experience working with distributed operations and coordinating cross-functional technology changes is required.
PLATFORM & TECHNOLOGY EXPERIENCE
Candidates should have strong experience working with enterprise operational applications, with Microsoft Dynamics and field service process experience strongly preferred. Hands-on or functional experience with Fleetio, telematics platforms, KPA/Novara, or comparable fleet and safety systems is highly relevant. Advanced Microsoft Excel skills are required, with emphasis on data transformation, dynamic modeling, operational scenario analysis, reconciliation, and clear presentation. Expected Excel capabilities include advanced formulas, lookup logic, PivotTables/PivotCharts, dynamic arrays, Power Query or comparable transformation techniques, and structured operational models. Power BI exposure is a nice-to-have rather than a core requirement. Familiarity with Salesforce, Origami Risk, UKG/ADP, and an enterprise ticketing or ITSM system such as ServiceNow is beneficial.
CORE COMPETENCIES Operational process analysis and design Business requirements and workflow definition Advanced Excel data transformation and modeling UAT, pilot, and rollout coordination Field-service and operational systems knowledge Data-driven problem solving
Cross-functional facilitation and prioritization Documentation and change support
KEY SUCCESS MEASURES
• Operational process efficiency and field-user adoption
• Quality of requirements, testing, and release outcomes
• Reduction in manual work, duplicate entry, and process variation
• Accuracy and usefulness of operational analysis and models
• Delivery of high-value Operations backlog priorities
• Stakeholder confidence across Operations, Fleet, and Safety