Agreements Business Systems Analyst

Austin, Texas, United States
Support and Service


Posted: Oct 26, 2018
Weekly Hours: 40
Role Number: 114352071
AppleCare Specialty Operations is looking for a Business Analyst to support daily operations in our Agreement Operations team. This role is an opportunity for a self-driven individual to utilize his or her business acumen, systems knowledge and apply analytical skills to deliver creative, valuable solutions to AppleCare. You will be responsible for operational management and administrative tasks related to Agreements with a main focus on analysis of AppleCare coverage and system issues. You will also be expected to operate with a high degree of initiative, creativity and leadership within division or department policy guidelines using independent judgment in achieving assigned objectives. The Agreements Business Systems Analyst will play a key role in producing measurable improvements for the Specialty Operations team by improving the customer experience, dedicatedly identifying solutions and mitigating risk. This will be achieved through process mapping, root cause analysis, issue ticket resolution, business recommendations, execution of operational strategies and overseeing support of our vendor transactions teams.

Key Qualifications

  • 3-5 years of comparable work experience
  • Solid experience with SAP required
  • Strong to advanced knowledge of Excel (i.e. Pivot tables, Formulas, Filters, etc.)
  • Solid experience in reporting, data mining and ad hoc analysis
  • Experience performing audits & root cause analysis
  • Strong written and verbal communication skills
  • Experience documenting processes & working with a vendor support team
  • Adaptive and flexible to changing technologies, process and environments
  • Ability to work and make decisions with minimal supervision
  • Team player, reliable and dependable
  • Exemplary professional demeanor, resourcefulness, flexibility, and self-motivated
  • Ability to maintain a positive attitude in high stress/fast paced work environment
  • Strong leadership skills & project management experience a plus


Achieve and maintain a comprehensive understanding of AppleCare Agreement Operations business, transaction handling, procedures and important metrics Examine and analyze transactions errors & trends in SAP & using visual analytics; Resolve coverage issues and address partner concerns adhering to SL Isolate and identify gaps and errors in system functionality as it relates to business process and programs; raise issue & enhancement tickets and drive them to resolution Establish, document, stage and transition processes as needed Ensure seamless implementation of new processes and procedures by validating completeness of training materials and process documents, hosting calibration sessions regularly Recognize and act on opportunities for automation, integration and standardization of global processes Make sound decisions based on a mixture of analysis, experience and judgment Work cross functionally with other Apple departments to ensure business needs are addressed Provide data as required by management for periodic status reporting. Meet minimum team standards and understand the goals of the entire organization and actively participate in achievement of those goals. Participate in user acceptance testing

Education & Experience

BA/BS degree or equivalent experience required

Additional Requirements