Senior Analyst, SAP Deployment Service Management Lead

The SAP Deployment Service Management Lead connects BFS business operations, end-user needs, the Service Desk, ServiceNow, and Project Elevate deployment teams. The role ensures incidents, requests, data issues, access concerns, and process questions are understood in business context, routed through the appropriate workflow, and carried through to an effective user outcome. This is not a hands-on SAP configuration role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Act as the business-facing bridge among site users, the BFS Service Desk, Deployment Hub, SAP functional teams, Data, Security, OCM/Training, Solution Delivery, Release Management, and Hypercare support teams.

Translate reported symptoms and underlying business needs into clear process, data, access, training, workflow, or system language.

Assess business impact, urgency, affected users, and the appropriate path to resolution using practical knowledge of BFS operations.

Guide effective use of ServiceNow incident, request, problem, knowledge, and change-related workflows within the role's scope.

Review ticket quality and ensure business impact, symptoms, troubleshooting steps, evidence, assignment, categorization, and resolution notes are complete and actionable.

Coordinate triage and assignment across Service Desk, Deployment Hub, SAP functional, security, data, training, and Solution teams.

Monitor aging, handoffs, unresolved dependencies, reassignments, and repeat incidents; escalate unclear ownership or stalled progress.

Recommend improvements to queue design, assignment rules, categories, knowledge articles, handoff criteria, intake, routing, and support reporting.

Distinguish data-quality, workflow/approval, access/role, process, training, and potential system-defect issues without performing SAP configuration.

Coordinate with data owners, SAP functional teams, and business stakeholders to validate that corrected data and completed workflows produce the intended business outcome.

Support readiness, testing, cutover, go-live, Hypercare, root-cause discussions, trend reviews, knowledge transfer, and transition-to-BAU planning.

Maintain clear status reporting on critical issues, aging items, ownership gaps, recurring themes, user-impact risks, and corrective actions.

Escalate confirmed design gaps, defects, configuration needs, and technical changes to the accountable Solution or Delivery team.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

MINIMUM REQUIREMENTS

Bachelor's degree in Business, Information Systems, Supply Chain, Operations, or a related discipline, or equivalent practical experience.

5+ years of experience in BFS business operations, enterprise service management, Service Desk, ServiceNow, master data, ERP support, deployment, or a comparable combination.

Demonstrated experience translating business needs into clear issue statements, workflow actions, data requirements, and accountable handoffs.

Experience working across business, functional, technical, data, security, training, and support teams in a complex enterprise environment.

Working knowledge of SAP-enabled business processes. Exposure to multiple SAP functional areas, MDG, enterprise data, master data, data governance, or data-quality workflows is preferred.

COMPETENCIES

Strong understanding of BFS business operations and how process, data, security, training, and system dependencies affect field execution.

Proficiency with ServiceNow incident and request workflows, queue management, assignment, categorization, documentation, escalation, and reporting.

Ability to follow end-to-end workflows, identify blocked transactions or handoffs, and explain complex issues in practical language for business and technical audiences.

Working knowledge of enterprise data concepts, approvals, stewardship, data quality, downstream integration impacts, and operational metrics.

Business empathy, user-service mindset, calm communication under pressure, ownership, follow-through, attention to detail, analytical problem solving, and sound escalation judgment.

Ability to challenge unclear ownership constructively, coordinate across functions, and drive issues through closure validation.

BFS COMPETENCIES

Business and Financial Acumen

Demonstrates depth of understanding for the P&L and financial analysis

Teaches business and financial acumen to others.

Understands KPIs and how BFS makes money.

Knows the different business segments and how they relate to one another.

Understands customer sales and engagement.

Demonstrates functional and/or technical expertise.

Understands complex issues and demonstrates problem solving skills.

Understands how to maximize business results regardless of industry cycle.

Results Driven

Holds self and others accountable.

Communicates and sets clear goals with plans to deliver.

Manages competing priorities effectively.

Demonstrates appropriate urgency.

Drives to exceed expectations in alignment with our BFS SPICE values.

Embraces and follows best practices.

Demonstrates self-starter, can-do attitude.

Strategic Thinking and Decision Making

Leverages resources and teams around them to solve problems and create mutually beneficial outcomes.

Demonstrates willingness and courage to make tough decisions in a timely manner.

Balances short-and-long term priorities.

Demonstrates proactive versus reactive thinking.

Asks questions to identify root cause and analyze situations more accurately.

Servant Leadership

Demonstrates humility by putting others first.

Builds trust-based relationships.

Leads by example with kindness and respect.

Collaborates well across all areas of the business.

Advocates for others.

Actively listens to understand the meaning and intent of what the other person is communicating.

Demonstrates authenticity and encourages others to do the same.

Emotional Intelligence

Demonstrates situational awareness - knows when and how to adjust leadership style in different situations.

Demonstrates self-awareness - understands strengths and weaknesses.

Demonstrates empathy - puts themselves in others' shoes.

Assumes positive intent.

Develops and Leads Others

Drives alignment through clear communication of vision, goals, and expectations.

Invests time on a regular basis in performance feedback and developmental conversations.

Fosters a respectful and inclusive environment.

Empowers, motivates, and inspires others.

Coaches and mentors others for their development.

Guides and persuades others to deliver positive outcomes.

Growth Mindset

Demonstrates a growth mindset; takes appropriate risks, fails fast and forward, learns from mistakes.

Perseveres and champions growth, even in the face of resistance, ambiguity, or possible failure.

Thinks like an owner with an entrepreneurial spirit.

Demonstrates and encourages intellectual curiosity.

Continuous learner; seeks opportunities and knowledge for personal and professional growth.

Sees possibilities over problems - actively seeks solutions.

Innovation

Encourages out-of-the-box thinking to create new ways of doing things.

Continuously seeks to improve and simplify pain points in the business.

Anticipates, embraces, and leads change.

Develops and executes breakthrough strategies.

Integrity

Does the right thing even under challenging circumstances.

Communicates with honesty.

Consistently treats others fairly and equitably.

Demonstrates reliability and does what they say they will do.

Conducts tough conversations and delivers difficult messages with kindness and respect.

WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Subject to both typical office environment and outside locations with temperature and weather variations.

Must be able to lift and carry up to 25 pounds.

Significant travel required.