ERP Business Analyst - Sales & Customer Service

East Penn Manufacturing Company • Lyon Station, PA

1d • Onsite

About The Position

The ERP Business Analyst serves as the primary liaison between business stakeholders and ERP delivery teams, specializing in Sales & Customer Service. This role bridges business needs and ERP system capabilities, translating complex requirements into scalable, value‑driven solutions. The analyst plays a key role in East Penn’s SAP S/4HANA implementations, enhancements, and ongoing optimization, ensuring alignment with business processes, enterprise standards, and strategic objectives. A strong background in sales operations and customer service is essential to understanding commercial workflows, customer expectations, and end‑to‑end order‑to‑cash processes.

Requirements

• 5+ years of hands-on SAP S4H experience is required.
• Demonstrated experience supporting or working within Sales, Customer Service, or Order‑to‑Cash functions, with strong understanding of customer‑facing workflows.
• 5+ years of experience as a Business Analyst, ERP Business Analyst or related role, specializing in a specific business domain bridging process with technology.
• Bachelor’s degree in Business, Information Systems, or a related discipline.
• Equivalent level of education, training and experience may be considered.
• Certification specific to the Functional Domain they are aligned to (CPIM, ASCM, CCSM).
• SAP certification(s) in a relevant functional module.
• SAP Certification in a Methodology: Accelerate, Activate or RISE
• Applicable enterprise apps, O365, Power BI, Project, Visio
• ERP and SAP S4H functional knowledge
• Business process modeling and analysis
• Analytical thinking and problem solving
• Ability to bridge business needs and technical solutions
• Excellent verbal and digital communication skills
• Strong management tendencies for projects and people
• Agenda preparation and leading efficient and effective meetings
• Ability to ascertain a good versus unacceptable customer/user experience
• Professional appearance and conduct
• Willingness to coach and be coached
• Self-motivated and goal oriented
• Strong in both independent and team atmospheres
• Adept at supporting the culture and heritage of our company

Nice To Haves

• Participation in SAP implementation(s), upgrades, or major enhancements is preferred.
• Experience with SAP S/4HANA, Private Cloud, Integrated Business Platform (IBP).
• Background in sales operations, customer service, or commercial process support is strongly preferred, especially in environments where ERP systems enable customer experience and order fulfillment.

Responsibilities

• Partner with business leaders, business process leads and subject matter experts within the assigned domain to understand solution objectives, challenges, and regulatory/operational constraints.
• Leverage sales and customer service experience to ensure requirements reflect real‑world commercial needs and customer expectations.
• Elicit, analyze and document business requirements using interviews, workshops, and process reviews.
• Develop current state and future state, user stories, process maps, functional requirements, and business rules.
• Identify opportunities to standardize, streamline, and optimize business processes / workflows using ERP best practices in a regulated manufacturing environment.
• Use data assets to compile information for analysis in approaching business challenges.
• Serve as an ERP functional expert for the assigned business domain, with strong working knowledge of SAP solutions relevant to that area.
• Translate business requirements into detailed functional specifications for SAP configuration, enhancements, data mapping and integrations.
• Collaborate with SAP configuration, development, integration, OCM and data teams to design end‑to‑end solutions.
• Advise stakeholders on SAP capabilities, limitations, design alternatives, and impacts to upstream, downstream and cross stream processes.
• Apply insights from sales operations and customer service workflows to ensure SAP solutions support efficient order processing, accurate pricing, timely issue resolution, and strong customer experience.
• Serve as a functional advisor on designs for East Penn’s initial SAP S4H implementation.
• Support ERP initiatives across the full lifecycle: planning, design, build, test, training and deployment.
• Lead or support system integration testing (SIT) and user acceptance testing (UAT), including test case development, execution, and defect resolution.
• Participate in cutover planning, data validation, and go‑live activities to ensure business readiness.
• Provide functional support during hypercare and transition to steady‑state operations.
• Act as a trusted advisor to business process owners and leadership.
• Communicate requirements, design decisions, and impacts clearly to both technical and non‑technical audiences.
• Support change management efforts by contributing to training materials, job aids, and user documentation.
• Enable business users to understand and accept the capabilities and limitations of ERP and integrated systems.
• Draw on customer‑facing communication skills to build rapport, manage expectations, and guide users through process and system changes.
• Analyze post implementation performance and recommend enhancements or process improvements.
• Verify that delivered solutions achieve expected business benefits and have success metrics.
• Support ongoing ERP enhancements, minor projects, and production issues within the assigned domain.
• Stay current on SAP S4H roadmap updates, ERP trends, and best practices related to the area of specialization.
• Engage and participate in SAP User Groups specific to the functional business line being supported.
• Promote and engage in enterprise data initiatives such as data governance.
• Apply customer‑centric thinking to identify improvements that enhance order accuracy, service levels, and overall customer satisfaction.

Benefits

• Competitive compensation
• Group health insurance that includes high quality medical, dental, vision and prescription coverage with a low employee premium
• Retirement Savings Plan with company match and a 3% employer contribution
• 9 paid company holidays, 2 paid personal holidays, and 10 paid vacation days annually
• Employee assistance program
• Fitness Discounts
• Promotional opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees