Digital Operations & Dealer Technology Analyst

The Friedkin Group • Houston, TX

30d

About The Position

The Senior Digital Operations & Dealer Technology Analyst owns the day-to-day operational health and continuous improvement of GST's Toyota dealer-facing applications and platforms. This role is the primary operations connector across TMNA, CRM/DMS vendors, GST IT, GST Dealer Support, the GST Liaison team, and internal stakeholders including field teams, Tier 3 escalation support, issue resolution, enhancement delivery, and dealer enablement. The role also produces launch and support materials that improve visibility, decision-making, and execution.

Requirements

• Bachelor's Degree Req
• 5-7 years experience in the field or in a related area or possess an equivalent combination of education and experience. Required
• DL NUMBER - Driver License, Valid and in State Required
• Relationship Management Customer relationship management is an approach that allows a company to manage and analyze interactions with customers. Awareness-Developing Required
• Team Oriented Team oriented refers to the mindset that collaborating with colleagues or team members benefits an organization by bringing different points of view that foster new ideas and opportunities for creative problem solving. Awareness-Developing Required
• Process Improvement Process Improvement is systemically introducing enhancements and optimizations within a business process to improve performance, reach best practice standards, increase quality, or amplify user experience. Awareness-Developing Required
• Influencing Skills Influencing skills cover a set of skills needed to affect change within a team or at an enterprise level particularly when there is no direct management of the team members. Awareness-Developing Required
• Change Management Change management is a practice and methods that supports organizational transformation driven by technical advances, crisis response, and mergers and acquisitions. Awareness-Developing Required

Nice To Haves

• Certified Business Analysis Professional (CBAP) Preferred
• Certified in Business Analysis -PMI Preferred

Responsibilities

• Define and execute QA strategy for dealer-facing applications, including test planning, test case development, and release sign-off support
• Partner with internal teams and external partners to ensure deliverables meet GST and TMNA quality standards
• Releases are tested, documented, and delivered with minimal dealer disruption
• Ensure dealer-facing changes are supported with clear instructions, communications, and defined escalation paths
• Serve as the Tier 3 escalation point for dealer-facing platforms
• Manage escalated tickets, including: Intake and triage Reproduction steps and impact assessment Priority classification Coordination with the GST Liaison team and partners through resolution
• Create and maintain training and launch materials, including: Launch/readiness playbooks Technical documentation Support and escalation playbooks
• Act as the subject matter expert for TMNA dealer-facing applications across the GST dealer network
• Maintain strong working relationships with TMNA contacts to coordinate: Issue resolution and root-cause follow-up Product/release changes and operational impacts Dealer communications and timing
• Translate TMNA updates into actionable GST operating plans (testing, communications, training, readiness)
• Serve as the primary operational contact for relevant vendors
• Track vendor deliverables, timelines, and quality; drive accountability through structured follow-ups and documented commitments
• Provide Salesforce administration and operational support, including: User access and permissions Configuration updates (as applicable) Routing/queue support and basic reporting
• Support intake and workflow management for requests, issues, and enhancements
• Lead enhancement implementation in partnership with the GST Liaison team and Sr. Manager, Digital Operations
• Translate business needs into clear requirements and acceptance criteria for technical teams and vendors
• Align cross-functionally with internal groups (Fleet, Distribution, TCUV, etc.) to confirm scope, impact, and timing

Benefits

• Career Growth: Advance your career with opportunities for leadership and personal development.
• Culture of Excellence: Be part of a supportive team that values your input and encourages innovation.
• Competitive Benefits: Enjoy a comprehensive benefits package that looks after both your professional and personal needs.
• Our comprehensive benefits package includes medical, dental, and vision insurance, wellness programs, retirement plans, and generous paid leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees