Business Analyst – Digital Solutions

What You'll Do

As a Business Analyst – Digital Solutions, you'll help improve the digital systems that support our global cold chain operations. You'll work closely with Operations, Product, Technology, and software development teams to troubleshoot issues, improve business processes, implement new features, and support users. A key focus will be ProEnvision, our enterprise asset management platform that helps track and manage reusable temperature-controlled shipping assets.

• Investigate and resolve software support tickets from customers, Service Centers, Operations, and internal users, escalating technical issues when needed.
• Analyze system workflows, business processes, configurations, and data to identify root causes and recommend solutions.
• Track recurring software issues, document resolutions, and partner with technical teams to implement improvements.
• Support the implementation and rollout of ProEnvision and other operational software across customers, locations, and Service Centers.
• Deliver virtual and in-person software training to customers and internal teams during system implementations and ongoing adoption.
• Create and maintain user guides, training materials, Standard Operating Procedures (SOPs), FAQs, and software documentation.
• Gather business requirements and translate them into user stories, functional specifications, acceptance criteria, and development tickets.
• Lead User Acceptance Testing (UAT) for software enhancements, integrations, new features, and bug fixes.
• Develop test scenarios, execute testing, track defects, and validate software releases.
• Partner with the Data Team to define reporting requirements, investigate data discrepancies, and validate system information.
• Maintain and update relevant data within ProEnvision to support accurate reporting and operational decisions.
• Collaborate with Operations, Product, Technology, software developers, and external partners to deliver system improvements.
• Identify opportunities to improve software usability, operational processes, and the overall customer experience.
• Learn new systems, tools, and technologies to support changing business needs.

What We're Looking For

• Bachelor's degree in Business, Information Systems, Engineering, Computer Science, Supply Chain, or a related field.
• Minimum of 2 years of relevant experience, or an equivalent combination of education and experience.
• Experience supporting enterprise or operational software and troubleshooting user issues through resolution.
• Experience working with Product, Technology, IT, or software development teams to resolve system issues.
• Ability to gather business requirements and translate them into user stories, process flows, and acceptance criteria.
• Hands-on experience planning, executing, and managing User Acceptance Testing (UAT).
• Experience developing software documentation, training materials, and delivering training to business users.
• Strong analytical and problem-solving skills with the ability to investigate complex system and data issues.
• Excellent written and verbal communication skills, with the ability to work with technical and nontechnical audiences.
• Ability to work independently, take ownership of projects, manage competing priorities, and meet deadlines.
• Willingness to learn new software platforms, business processes, and technologies.

Preferred Qualifications

• Experience supporting or implementing enterprise software, SaaS platforms, or operational systems.
• Experience managing software support tickets and troubleshooting application issues.
• Experience collaborating with software development, Product, Operations, or IT teams.
• Experience supporting software releases, system enhancements, and UAT.
• Background in supply chain, logistics, manufacturing, asset management, healthcare, or pharmaceutical environments.
• Familiarity with reporting and visualization tools such as Power BI or Tableau.
• Basic knowledge of SQL or similar technical concepts, or a willingness to learn.
• Strong curiosity and adaptability when working with new technologies and business processes.