Application Development & Support Senior Analyst

The Performance & Quality Senior Analyst ensures work is efficiently prioritized, planned, and delivered across the ERP Tech Factory (ERP Core Customization, Custom Application Development & APEX, ERP Operational Reporting, and Test Automation Factory).

The role owns intake demand management and capacity planning—ensuring requests are transparently prioritized, sized, and allocated against available capacity in a predictable cadence. In parallel, the Analyst drives process standardization, quality assurance, and continuous improvement, embedding repeatable practices and quality checkpoints across the full delivery lifecycle.

As a member of the Tech Factory Lead's staff, the role provides executive visibility into throughput, performance, and quality trends—enabling data-driven decisions on prioritization, resourcing, and delivery optimization.

Required:
•    3–5 years of experience in a demand/capacity planning, process improvement, PMO, or business/process analyst role, ideally within an IT or ERP delivery environment.
•    Proven experience designing and managing intake processes and capacity planning frameworks.
•    Strong analytical skills, with the ability to translate operational data into actionable insights.
•    Experience defining and tracking performance/quality KPIs and building reporting dashboards.
•    Experience in software/ERP delivery lifecycles (development, testing, release management).
•    Strong process-orientation, structured problem-solving, and stakeholder communication skills.

Preferred:
•    Experience working in Follow-the-Sun or shift-based global support models.
•    Experience in Agile/Lean methodologies and continuous improvement frameworks (e.g., Kaizen, Six Sigma).
•    Experience with planning/reporting tools (e.g. ServiceNow, Power BI, or similar).
•    Familiarity with ITIL-aligned incident management frameworks and tools (ServiceNow).
•    Background in ERP support environments within manufacturing or industrial organizations.
•    Knowledge of continuous improvement methodologies.

Key Performance Indicators
•    Intake-to-delivery cycle time
•    Forecast accuracy of capacity planning vs. actual utilization
•    Delivery predictability rate (planned vs. actual delivery dates)
•    Process adherence/compliance rate across the Tech Factory
•    Reduction in process variability/rework rate