Application Development & Support Senior Analyst

Job Description

Role Statement:

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.

Key Duties

Intake Demand Management
. Own and manage the intake process for new requests (enhancements, fixes, test, reporting needs) across the four Tech Factory pods.
. Define and maintain intake criteria, templates, and qualification checkpoints to ensure completeness and readiness of incoming demand.
. Oversee and ensure that requests are triaged and routed to the appropriate pillar/team based on scope, complexity, and priority.
. Maintain a consolidated demand backlog, ensuring visibility and traceability from intake to delivery.

Capacity Planning & Resource Allocation
. Build and maintain capacity planning across ERP core customization, Custom application development & APEX, ERP Operating Reporting and Test Automation Factory Pods.
. Monitor team utilization and forecast capacity against incoming demand, flagging bottlenecks or over/under-allocation.
. Support the Tech Factory Lead in balancing internal vs external resources and in sequencing the delivery roadmap.
. Provide scenario planning (what-if analysis) to support prioritization decisions during planning cycles.

Process Standardization & Repeatability
. Design, document, and maintain standardized workflows and delivery processes across the Tech Factory to ensure consistency and repeatability.
. Identify variability and inefficiencies in current processes, proposing streamlined, repeatable alternatives.
. Define and roll out quality checkpoints/gates across the delivery lifecycle (design, build, test, release), in alignment with the Tech Factory Lead.
Performance & Quality Monitoring
. Define, track, and report key performance and quality metrics across the Tech Factory (e.g. throughput, cycle time, delivery predictability, defect rates, and conversion of requests to delivery).
. Analyze trends and patterns to identify systemic issues, recurring bottlenecks, or quality risks.[NS1.1]
. Produce regular dashboards/reports for the Tech Factory Lead and stakeholders, highlighting performance against targets.

Continuous Improvement & Governance
. Recommend continuous improvement initiatives based on data insights, for review and validation by the Tech Factory Lead.
. Partner with Tech Factory Pods to embed best practices and process discipline.
. Maintain process documentation, playbooks, and knowledge assets to support onboarding and consistency across teams.
. Support governance activities by preparing structured inputs and materials for the Weekly Tech Operations Sync, Release & Technical Alignment meetings, and Monthly Platform Review
. Promote a culture of predictability, transparency, and continuous improvement within the Tech Factory, under the guidance of the Tech Factory Lead.

Qualification and Experience

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