Business Analyst Enterprise Applications

Dwyer Instruments is seeking a Business Analyst for their Enterprise Applications team. This role will serve as the primary liaison between business stakeholders and IT, focusing on business analysis, application support coordination, and the establishment of an Enterprise Applications Center of Excellence.

Responsibilities:

• Gather, analyze, document, and validate business requirements
• Develop business process maps, workflows, functional specifications, and solution documentation
• Partner with business leaders to identify opportunities for process improvement
• Coordinate User Acceptance Testing (UAT), implementations, upgrades, and deployments
• Assist with business process redesign and ERP optimization initiatives
• Assist in building and maintaining an Enterprise Applications Center of Excellence
• Develop and maintain application standards, SOPs, and documentation
• Promote standardized business processes
• Maintain knowledge repositories and support playbooks
• Participate in ERP modernization initiatives
• Recommend operational improvements
• Coordinate daily Help Desk activities
• Develop ticket triage and routing procedures
• Help establish Tier 1, Tier 2, and Tier 3 support processes
• Maintain knowledge articles
• Coordinate application support
• Monitor ticket queues and recurring issues
• Oversee daily Service Desk triage
• Ensure incidents are prioritized and assigned appropriately
• Monitor SLA compliance and escalate critical issues
• Coordinate Major Incident response
• Facilitate operational reviews and Root Cause Analysis
• Drive backlog reduction
• Coordinate enterprise application support
• Work with vendors and technical teams to resolve issues
• Participate in release planning and testing
• Assist with enhancements and defect prioritization
• Maintain dashboards for incident volume, SLA compliance, response/resolution times, backlog, application availability, customer satisfaction, recurring issues, and continuous improvement metrics. Present operational metrics and recommendations to IT leadership

Requirements:

• Bachelor's degree in Business, Information Technology, Computer Science, or equivalent experience
• 5+ years of Business Analysis, Enterprise Applications, or Application Support experience
• Experience supporting ERP or enterprise applications
• Experience with Service Desk/ticketing systems
• Strong analytical, communication, and organizational skills
• Experience supporting manufacturing or distribution environments
• ERP modernization projects
• ITIL familiarity
• Enterprise integrations
• SQL and reporting
• Documentation and knowledge management