Business Support Analyst

Sysco•University Lakes Mobile Home Park, FL

1d•Remote

About The Position

The Business Support Analyst conducts improvement projects using operational excellence tools to identify, qualify, and implement process efficiencies. The role supports functional departments and their internal and external customers by improving business processes through standardization, cross-training, analysis, and process escalations. It promotes continuous improvement and a customer-service mindset, and evaluates opportunities in collaboration with third-party service providers. The position also monitors and coaches Customer Care Support Representatives, collaborates with cross-functional stakeholders and technology business partners to define requirements and solutions, and helps teams identify process gaps and implement improvements. Responsibilities include process mapping, documentation and training materials, user testing coordination, risk and issue management, and oversight of documentation quality and centralization.

Requirements

High school diploma.
2–3 years of experience in customer service, quality management, process-improvement implementations, and adhering to project timelines.
Computer proficiency, including Microsoft applications such as Excel and Visio.
Experience working remotely and using collaboration software such as MS Teams.
Strong communication and presentation skills, interpersonal skills, and the ability to communicate with and influence personnel at all organizational levels.
Strong analytical and advanced problem-solving skills.
Process-mapping, facilitation, and training skills.
Ability to work independently, plan and manage work, produce clear and accurate outputs, and collaborate effectively with team members.
Working knowledge of SUS/Pantry/AS400.
Demonstrated experience with requirements-elicitation techniques, JAD, interviews, and documentation such as BRDs, functional and technical specifications, and use cases.
English-language proficiency.

Nice To Haves

Bachelor’s degree in Business, Sales, Marketing, Hospitality, or Culinary Arts.
5+ years of experience in customer service, quality management, process-improvement implementations, and adhering to project timelines.

Responsibilities

Use quality monitoring tools to audit and monitor Customer Care Support Representative performance.
Collaborate with cross-functional stakeholders to identify, synthesize, and analyze business requirements and implement solutions; work with technology business partners to translate requirements and design solutions.
Track project risks and develop risk-mitigation and issue-resolution plans as needed.
Work with functional subject-matter experts to identify process gaps, non-value-added steps, and impediments to efficient operations.
Analyze information with teams and develop and implement process solutions.
Create current- and future-state process maps, standard operating procedures, and training materials.
Manage user testing for assigned projects as applicable, including developing consolidated test plans, executing them, and obtaining sign-off from user managers.
Oversee documentation management and perform related professional and administrative tasks to support centralization and quality improvement.
Monitor and evaluate Customer Support Representative performance and coach representatives to improve client interactions.
Evaluate opportunities in collaboration with third-party service providers.