Agreements Business Analyst

Austin, Texas, United States
Support and Service


Posted: Nov 30, 2018
Weekly Hours: 40
Role Number: 200013414
AppleCare Service Operations is looking for an Analyst to support responsibilities in our Speciality Operations Business Optimization team. This role is an opportunity for a self-driven individual to utilize his or her business insight, enhanced process knowledge, and apply analytical skills to deliver creative,valuable solutions to the Agreements team. The successful candidate will be responsible for process management and administrative tasks related to repairs with a main focus on analysis of AppleCare agreements/warranties processes and systems. This position will require you to collaborate and work with other groups. You will 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. You will play a key role in producing measurable improvements for the Spec OPs team, by preserving the customer experience, identifying solutions and mitigating risks. This will be achieved through process mapping, root cause analysis, resolution recommendations, execution of operational strategies, and providing data-driven models to support the decision-making process. The Agreements Business Analyst needs to be adept in the use of statistical tools and techniques to be able to identify process gaps, recommend solutions to allow for data driven decision-making, and have the ability to crisply articulate findings to senior leadership and a passion for driving quality is desired.

Key Qualifications

  • 3-5 years of comparable work experience
  • Strong experience with SAP preferred
  • Strong to advanced knowledge of Excel
  • Background in accounting or finance preferred
  • SQL experience is a plus
  • Strong experience in reporting, data mining, and ad hoc analysis
  • Strong written and verbal communication skills
  • Adaptive and flexible to changing technologies, process and environments
  • Able to work and make decisions with minimal supervision
  • Teammate, reliable and dependable
  • Strong leadership skills & project management experience a plus
  • Exemplary professional demeanor, resourcefulness, flexibility, and self-motivation
  • Ability to maintain a positive attitude in high stress/fast paced work environment
  • Ability to work non-standard business hours such as evenings or weekends as required


- Achieve and maintain a comprehensive understanding of AppleCare business, transaction handling, procedures, and systems - Examine and analyze transactions and case history to resolve refund issues and partner concerns - Make decisions based on analysis, experience, and judgment; while aggressively seeking out expertise to assist in sound decisions - Identify potential problems by monitoring trends in transaction errors or through analysis of reporting. - Isolate and identify gaps and errors in system functionality as it relates to business process and programs. - 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. - Establish, document, stage and transition processes as needed - Ensure flawless implementation of new processes and procedures by validating completeness of training materials and process documents. - Accurately scope out length and difficulty of tasks, and components of projects. Break work down into the process steps, anticipating and adjusting for problems and roadblocks. - Recognize and act on opportunities for automation, integration and standardization of global processes - Participate in user acceptance testing

Education & Experience

Bachelor’s degree required MBA or Masters a plus

Additional Requirements