Sr. Customer Operations Business Analyst

Watts Water•North Andover, MA

2d•Hybrid

About The Position

The Sr. Customer Operations Business Analyst is responsible for supporting order-to-cash operational performance through SAP transaction management, exception resolution, reporting, data analysis, and process improvement activities. This role serves as a key business partner to Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and Information Technology by identifying operational issues, improving data quality, and supporting the efficient flow of customer orders through the organization. The Sr. Customer Operations Business Analyst analyzes customer operations data, investigates transactional and system exceptions, performs reporting and reconciliation activities, and supports the implementation of corrective actions that improve service reliability and operational efficiency. Acting as a subject matter resource for SAP order-to-cash processes and reporting, this position helps reduce recurring issues through standardized processes, documentation, testing, and continuous improvement initiatives.

Requirements

Bachelor's degree in Business, Supply Chain, Operations, Information Systems, Analytics, or a related field, or an equivalent combination of education and experience.
5+ years of experience in customer operations, business operations, order management, customer-service analytics, supply chain operations, ERP-enabled process improvement, or a related area.
Hands-on experience supporting SAP order-to-cash transactions, operational reporting, data reconciliation, or business-process issue resolution.
Experience developing operational reporting, data-quality controls, dashboards, KPI definitions, and business-performance metrics.
Strong analytical, structured problem-solving, root-cause analysis, and process-improvement skills, including the ability to distinguish user execution, master-data, configuration, integration, reporting-logic, and business-process issues.
Advanced proficiency with Excel, including pivots, lookups, exception analysis, data reconciliation, and large data sets, plus experience with reporting or dashboard tools.

Nice To Haves

Continuous improvement, Lean, Six Sigma, or structured business-process analysis experience.
Knowledge of EDI exception resolution, including 855 order acknowledgments and 856 advance ship notices; master-data governance; QAD; and supply chain operations.

Responsibilities

Monitor and resolve SAP order-to-cash exceptions, including blocked orders, incomplete orders, EDI errors, and delivery issues.
Manage exception queues, aging transactions, backlog, and open-order issues to support customer fulfillment.
Analyze customer operations data to identify trends, risks, and improvement opportunities.
Serve as a resource for SAP order management processes, reporting, and transaction support.
Investigate operational, system, and data issues to determine root causes and drive resolution.
Partner with Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and IT teams to resolve issues and improve processes.
Develop, maintain, and validate reports and dashboards related to backlog, service levels, order status, workload, and operational performance.
Perform data reconciliation and quality reviews to ensure accuracy across orders, shipments, invoices, pricing, and master data.
Monitor recurring issues and support data governance efforts to improve transactional accuracy and reporting reliability.
Track defects, corrective actions, and issue-resolution progress through closure.
Identify and recommend process improvements, automation opportunities, and operational controls.
Support system enhancements and process changes through testing, validation, and implementation activities.
Participate in user acceptance testing (UAT) and defect verification for business and system improvements.
Create and maintain procedures, job aids, training materials, and process documentation.
Provide advanced troubleshooting and operational support for complex customer service and order management issues.
Communicate operational risks, exception trends, and performance insights to management.
Prioritize issues and recommend solutions that improve customer experience, operational efficiency, and data integrity.