Business Analyst Service and Quality

Position Summary

Join Parker Hannifin's Digital & IT Team located at our Global Headquarters in the suburbs of Cleveland, Ohio! We are actively looking for team members to join our Digital & IT team! A career at Parker offers a meaningful sense of accomplishment and boundless potential for professional and personal growth. You will work alongside the brightest minds in the world to develop innovative technology and products and contribute to our company's goal of solving the world's greatest engineering challenges. Through Parker's social responsibility programs, you will have opportunities to give back to the community and make a difference in the lives of others. We offer a competitive total rewards package, hybrid 4:1 work schedule, and a vibrant work campus with many amenities.

Position Summary:

The position of a Digital and IT Functional Specialist, Service & Quality Platforms is a subject matter expert responsible for the implementation and support of highly secure and resilient CX/CRM technology solutions. This position develops and maintains strong relationships with business and technology peers to ensure operational excellence in their area of influence. The Digital and IT Functional Specialist is focused on continuous improvement in both personal and professional expertise in support of the Digital and IT strategic vision and roadmap. This position develops and maintains strong relationships with business and technology peers to ensure operational excellence in their area of influence. The Digital and IT Functional Specialist is focused on continuous improvement in both personal and professional expertise in support of the Digital and IT strategic vision and roadmap.

Responsibilities

Essential Functions:

• Knowledgeable in CX and/or CRM processes related to customer service and support such as Case, Claim, or Repair Management that are enabled by platforms such as Salesforce, Microsoft Dynamics, or Siebel.

• Knowledgeable in Service and Warranty enterprise business processes, workflows and data architecture that are supported by CX/CRM platforms.

• Maintains the product roadmap required to support operational excellence in their primary assigned platform.

• Identifies process improvements and technical enhancements that enable business value identified on the roadmap.

• Knowledgeable in IT life-cycle management methodologies from design to deployment.

• Experience writing User Stories, Acceptance Criteria and Test Plans for required functionality.

• Accountable for delivery of Business Process solutions, plus the architecture and documentation within their area of technical expertise, supporting enterprise and global environments.

• Leads the design and implementation of solutions that address new business requirements, risk management and producing standardized documentation.

• Establishes methods to monitor and improve performance of systems and processes; Identifies deficiencies in IT systems/processes and recommends solutions / areas for improvement.

• Ability to adapt written/verbal/presentation material and style, depending on audience and environment.

• Stays abreast of new technological innovation/processes and researches the usage at Parker.

• Understands business impact; Create and communicate decisions impacting the wider business, effectively managing customer expectations.

• Has a broad understanding of IT strategy across all functions and can assess impact on own area

• Able to interpret business requirements effectively that can translate to information technology solutions.

• Guide and train team members in functional business skills & processes

Qualifications

Qualifications:

• 4-year University / College Degree and relevant technical / business certifications

• Five or more years' experience in with CX and or CRM platform technology

• Experience as an SME in a Customer Service environment

• Five or more years' experience in Information Technology

• Excellent written and verbal communicationand collaborationskills

• Ability to maintain professional and strong relationships with business partners, contactors, and stakeholders

• Experience in Agile methodologies and can apply those processes to everyday work

• Experience in security best practices and compliancy requirements for area of expertise

• Ability to travel as needed

• Available to provide after-hours technical support as needed

Equal Employment Opportunity

Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

("Minority / Female / Disability / Veteran / VEVRAA Federal Contractor")

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov) and Genetic Information Discrimination