Business Process Analyst - Global Services & Support

Key Responsibilities

• 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.
• 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.
• 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.
• Own intake and prioritization for Global Services & Support system enhancements in partnership with IT.
• Oversee user acceptance testing (UAT) and support enablement efforts to ensure successful adoption of new processes and tools.
• 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.

Pay

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.

Benefits

Boston Dynamics offers a generous Benefits package including medical, dental, vision, 401(k), paid time off, and an annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.