Business Systems Analyst - Customer Experience

Generac Power Systems - Pewaukee, WI

Full-time - Mid Level

Pewaukee, WI

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Business Systems Analyst role at Generac Power Systems focuses on leading projects and initiatives to enhance the customer support team's effectiveness. This position is pivotal in implementing new strategies, improving tools and systems, and boosting operational efficiency. The analyst will support the full project life cycle, define success metrics, and understand system architecture to drive impactful changes that align with organizational goals.

Responsibilities

• Assist with developing and implementing a roadmap for business systems that aligns with the organization's strategic goals
• Identify operational process gaps by utilizing measurable metrics and develop an appropriate action plan to deliver on various CX initiatives
• Lead end-to-end implementations of new systems or upgrades, including planning, budgeting, and timeline management
• Create and maintain annual project timelines
• Monitor project milestones and communicate progress to stakeholders
• Provide regular reports to leadership on system performance, cost efficiencies, and ROI
• Coordinate with stakeholders outside the customer support team to ensure that any dependencies are considered from each team's work stream
• Participate (as a CX representative) in other teams' projects as required
• Document processes and create standard work
• Act as the liaison between technical teams and business users to troubleshoot issues and identify areas for improvement
• Joint ownership responsibility for customer experience data, analytics, and insights
• Build, maintain, and enhance flows in Telephony System and Mavenoid.

Requirements

• Bachelor's degree in business, analytics, mathematics, IT or related field
• 3 years' experience in business, customer support, analytics, and AI tools.

Nice-to-haves

• Strategic Agility and Innovation Management
• Planning knowledge of goal-setting, resource allocation, and project management
• Customer Focus awareness of customer needs, expectations, and service best practices
• Learning on the Fly ability to quickly absorb and apply new information
• Priority Setting skill in determining and focusing on the most important tasks
• Decision Quality & Problem Solving proficiency in making informed decisions and addressing challenges effectively
• Negotiating competence in reaching mutually beneficial agreements
• Conflict Management skill in handling disputes and facilitating resolution
• Builds Effective Relationships capability to establish and maintain strong interpersonal connections
• Intellectual Acumen ability to think critically and grasp complex concepts
• Drive for Results ability to take initiative and achieve objectives
• Managerial Courage willingness to address tough issues and make difficult decisions
• Adaptability capacity to adjust to changing conditions and innovate accordingly.