Business Analyst - Service Department

Position Scope

The Business Analyst will work within the Stowers Service and Product Support Department to streamline processes and develop new solutions. This role requires a close relationship with various departments and a critical focus on enhancing service efficiency and customer satisfaction through digital solutions and data-driven insights.

This is an onsite position located in Knoxville, TN. No remote or hybrid options are available for this role. Applicants must reside within a reasonable commuting distance or relocate at their own expense prior to their start date.

Essential Job Functions

• Analyze current departmental processes and identify areas for improvement.
• Collaborate with stakeholders to define and document requirements for new solutions.
• Analyze data to provide actionable insights and identify trends or areas for improvement.
• Evaluate existing IT infrastructure and recommend system enhancements.
• Act as a liaison between business teams, IT, and external vendors to ensure successful project delivery.
• Maintain departmental solutions and associated training documentation.
• Develop, implement, and manage project plans as required.
• Align with stakeholders on departmental and organizational roadmaps and priorities.
• Facilitate training and support for end users on new systems and processes.
• Unit test new reports and applications to ensure functional requirements are met.

Knowledge, Skills, and Abilities

• Strong analytical skills with a proven ability to use data to drive business decisions.
• Strong collaboration skills with experience working across multiple departments and teams.
• Excellent written and verbal communication skills, including the ability to convey technical information to non-technical stakeholders and translate business requirements into technical specifications for developers.
• Ability to manage multiple projects and priorities concurrently.
• Knowledge of software implementation and management practices.
• Ability to analyze business processes and recommend effective solutions.
• Strong organizational, planning, and project management skills.

Education Requirements

• Bachelor’s degree or related work experience
• 5 years of experience in business analysis, process improvement, or project management

Experience Requirements

• Minimum of five years of experience in business analysis, process improvement, project management, or a related field.

Preferred Qualifications

• Experience with Power BI or other data visualization tools.
• Experience with automation tools.
• Experience using T-SQL or similar query languages.
• Experience with project management and software lifecycle management tools, preferably Azure DevOps.

Computer and Technical Skills

• Microsoft Office Suite, including Excel, Word, and PowerPoint.
• Power BI or other visualization tools.
• Automation tools.
• T-SQL or similar query languages.
• Azure DevOps or similar project management/software lifecycle management platforms.

Work Environment

• Primarily office-based environment with regular interaction across departments.
• Frequent collaboration with internal stakeholders, IT resources, and external vendors.
• May require participation in cross-functional meetings, training sessions, and project implementation activities.

Leadership Responsibilities

• No direct supervisory responsibilities.
• Provides project leadership and coordination across functional teams.
• Influences process improvement initiatives and supports organizational change management efforts.