The Business Process Analyst (BPA) for Global Services & Support is responsible for analyzing, designing, and optimizing end-to-end service and support processes to translate service strategy into coordinated, cross-functional execution. This role acts as a bridge between Global Services & Support, Finance, Manufacturing, and IT, ensuring operational needs are converted into scalable, repeatable, and well-governed systems.
The BPA serves as a process architect and systems thinker, focused on improving service delivery, reducing friction at cross-functional handoffs, enabling scalability, and enforcing operational rigor across the post-sales lifecycle. This role sits within Business Operations and partners closely with Global Services & Support leadership while working horizontally across the organization.
Key Responsibilities:
Process Design & Optimization
Own the end-to-end design, documentation, and governance of Global Services & Support processes, including change control and continuous improvement across workflows such as: case management, field service management, returns and repair management, and order fulfillment.
Identify inefficiencies, friction points, and redundancies across workflows; recommend and drive process improvements, particularly at cross-functional handoffs.
Facilitate alignment and decision-making when tradeoffs arise, balancing speed, scalability, and control.
Ensure service and support processes support internal controls, audit readiness, and operational rigor.
Cross-Functional Collaboration
Partner with cross-functional stakeholders to align processes with business objectives.
Serve as the primary translator between business users and IT, gathering requirements, clarifying needs, and ensuring solutions are both technically feasible and operationally sound.
Systems Evolution
Own intake and prioritization for Global Services & Support system enhancements in partnership with IT.
Translate business problems into clear, actionable functional requirements that meet company standards.
Collaborate with the BizOps Insights team to define, track, and operationalize key metrics that inform optimization and accountability.
Oversee user acceptance testing (UAT) and support enablement efforts to ensure successful adoption of new processes and tools.
Change Management & Governance
Drive structured change management for new or evolving service and support processes, ensuring clarity, adoption, and sustained behavior change.
Establish and enforce process governance standards to maintain consistency, operational discipline, and audit readiness as the services business scales.
Ensure documentation, controls, and ownership are clearly defined and maintained over time.
Qualifications:
Bachelor’s degree in business, operations, or a related field.
Experience owning or materially contributing to enterprise-scale process design and/or system implementations.
Experience operating in a scaled, audit-aware, or regulated environment.
Strong working knowledge of CRMs, ERPs, MRPs, and related enterprise systems.
Demonstrated ability to work through ambiguity, manage competing priorities, and drive alignment across teams.
Exceptional communication, organization, and attention to detail.
The base pay range for this position is between $89,000 to $110,878 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.
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