Senior Analyst, Business Analysis and Insights
About The Position
As a Senior Analyst, you will support Walmart technicians by ensuring timely, accurate parts resolution through ticket management and supplier coordination. This role focuses on delivering high-quality service with strong communication, quick response times, and thorough follow-through. You will proactively manage aging orders, resolve issues within defined SLAs, and escalate recurring product or supplier concerns. Success in this role requires a balance of reactive support and continuous process improvement, along with strong product knowledge and the ability to reduce back-and-forth through clear, effective communication. Our team supports Walmart technicians and the Parts program by ensuring timely, cost-effective part availability. We balance responsiveness with continuous process improvements to enhance efficiency and strengthen the parts program. Collaboration and a positive, team-oriented environment are central to our culture. We prioritize delivering exceptional service, supporting each other, and maintaining a healthy work-life balance. This approach enables us to drive value across the business while continuously improving operations and adapting to evolving business needs.
Requirements
- Strong customer service mindset with urgency and accountability
- Experience in parts management, supplier coordination, or technician support
- Knowledge of equipment parts, trade work, or supply chain operations
- Ability to communicate clearly and professionally across multiple channels
- Strong problem-solving skills with attention to detail and accuracy
- Ability to manage multiple priorities while meeting performance targets
- Experience identifying trends and escalating recurring issues
- Commitment to teamwork, continuous improvement, and process enhancement
- Bachelor’s degree in Business, Analytics, Statistics, or related field OR 2 years’ experience in data analytics, project management, business, or relevant area.
Nice To Haves
- Analytics - Big Data, Data Analysis and Insights, Statistical Programming Language
Responsibilities
- Manage and resolve tickets in OSC with urgency, quality, and full documentation
- Communicate with technicians via phone/text to ensure clarity and fast resolution
- Meet performance goals (25 tickets/day, 1-hour response, 24-hour resolution)
- Proactively manage aging, past-due, and out-of-stock orders
- Cancel and resource orders as needed, ensuring clear technician communication
- Escalate Tier 3 issues with detailed information for efficient support
- Identify and escalate recurring supplier or product issues
- Contribute insights to improve supplier performance and internal processes
Benefits
- Medical coverage
- Vision coverage
- Dental coverage
- 401(k)
- Stock purchase
- Company-paid life insurance
- PTO (including sick leave)
- Parental leave
- Family care leave
- Bereavement
- Jury duty
- Voting leave
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption expense reimbursement
- Surrogacy expense reimbursement
- Live Better U (Walmart-paid education benefit program for full-time and part-time associates)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
