Application Development & Support Senior Analyst

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