Business Process Analyst - Global Services & Support
About The Position
The Business Process Analyst (BPA) for Global Services & Support is responsible for analyzing, designing, and optimizing end-to-end service and support processes to translate service strategy into coordinated, cross-functional execution. This role acts as a bridge between Global Services & Support, Finance, Manufacturing, and IT, ensuring operational needs are converted into scalable, repeatable, and well-governed systems. The BPA serves as a process architect and systems thinker, focused on improving service delivery, reducing friction at cross-functional handoffs, enabling scalability, and enforcing operational rigor across the post-sales lifecycle. This role sits within Business Operations and partners closely with Global Services & Support leadership while working horizontally across the organization.
Requirements
- Bachelor’s degree in business, operations, or a related field.
- Experience owning or materially contributing to enterprise-scale process design and/or system implementations.
- Experience operating in a scaled, audit-aware, or regulated environment.
- Strong working knowledge of CRMs, ERPs, MRPs, and related enterprise systems.
- Demonstrated ability to work through ambiguity, manage competing priorities, and drive alignment across teams.
- Exceptional communication, organization, and attention to detail.
Responsibilities
- Process Design & Optimization Own the end-to-end design, documentation, and governance of Global Services & Support processes, including change control and continuous improvement across workflows such as: case management, field service management, returns and repair management, and order fulfillment.
- Identify inefficiencies, friction points, and redundancies across workflows; recommend and drive process improvements, particularly at cross-functional handoffs.
- Facilitate alignment and decision-making when tradeoffs arise, balancing speed, scalability, and control.
- Ensure service and support processes support internal controls, audit readiness, and operational rigor.
- Cross-Functional Collaboration Partner with cross-functional stakeholders to align processes with business objectives.
- Serve as the primary translator between business users and IT, gathering requirements, clarifying needs, and ensuring solutions are both technically feasible and operationally sound.
- Systems Evolution Own intake and prioritization for Global Services & Support system enhancements in partnership with IT.
- Translate business problems into clear, actionable functional requirements that meet company standards.
- Collaborate with the BizOps Insights team to define, track, and operationalize key metrics that inform optimization and accountability.
- Oversee user acceptance testing (UAT) and support enablement efforts to ensure successful adoption of new processes and tools.
- Change Management & Governance Drive structured change management for new or evolving service and support processes, ensuring clarity, adoption, and sustained behavior change.
- Establish and enforce process governance standards to maintain consistency, operational discipline, and audit readiness as the services business scales.
- Ensure documentation, controls, and ownership are clearly defined and maintained over time.
Benefits
- Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
