IT Business Analyst – Dealer Experience

Stellantis•Auburn Hills, MI

About The Position

The IT Business Analyst – Aftersales Dealer Experience supports the design, enhancement, and continuous improvement of digital platforms critical to the Mopar Aftersales ecosystem. The role focuses on understanding dealer service, warranty, and parts workflows and translating them into actionable IT requirements that improve dealer efficiency, customer satisfaction, and operational performance.

Requirements

Bachelor’s degree in Information Systems, Business, Computer Science, or related field.
Minimum 3 years of experience as an IT Business Analyst or similar role supporting digital, operational, or dealer-facing systems.
Strong experience gathering and documenting business/functional requirements and writing user stories.
Familiarity with Agile/Scrum methodologies.
Excellent communication and stakeholder engagement skills.
Ability to analyze dealer workflows and translate operational needs into systems requirements.

Nice To Haves

Experience with automotive dealer operations (service, warranty, parts, sales).
Understanding of systems used in dealer environments (DMS, service tools, eCommerce platforms, parts systems).
Exposure to digital transformation or dealer modernization initiatives — as seen in the dealer product function.
Familiarity with multi-system integrations, catalog or pricing data, and operational data workflows.

Responsibilities

Gather, analyze, and document business requirements related to dealer‑facing platforms and tools such as service reception, online booking, DMS integrations, etc
Map dealer workflows, pain points, and opportunities for digital improvement using structured analysis techniques.
Translate dealer needs into functional specifications, process flows, and user stories with clear acceptance criteria.
Conduct root-cause analysis for dealer-reported issues and propose data-backed solutions.
Support product backlog definition, refinement, and prioritization based on dealer impact, business value, and feasibility — aligned with practices seen in dealer product road mapping.
Partner with Agile delivery teams (developers, QA, UX, suppliers) to ensure requirements are implemented accurately and on schedule.
Participate in UAT to validate functionality and ensure solutions meet dealer expectations.
Document and communicate release notes, training needs, and platform changes to dealer stakeholders.
Support integrations across multiple dealer systems (parts ordering, service tools, catalogs, warranty systems, sales & aftersales applications).
Define requirements related to data quality, dealer account structures, permissions, pricing logic, catalog updates, or operational workflows — following patterns used in cross-system accessory and eCommerce BA roles.
Validate data flows, configurations, and cross-functional dependencies across IT and business teams.
Collaborate with Dealer Operations, Aftersales, Commercial, Parts Sales & Marketing, and IT product teams to ensure alignment of priorities.
Serve as a liaison ensuring dealer pain points, feedback, and operational requirements are captured and transformed into system improvements.
Communicate status, risks, and key decisions to leadership and cross-functional partners.
Identify opportunities to improve dealer efficiency, satisfaction, and performance through digital enhancements.
Leverage dealer usage analytics and performance metrics to recommend improvements.
Support strategic initiatives such as new dealer portal capabilities, workflow modernization, and integration of new service or parts applications.