Senior Analyst, Business Analysis and Insights

About the role

As a Senior Analyst, you will support Walmart technicians by ensuring timely, accurate parts resolution through ticket management and supplier coordination. This role focuses on delivering high-quality service with strong communication, quick response times, and thorough follow-through. You will proactively manage aging orders, resolve issues within defined SLAs, and escalate recurring product or supplier concerns. Success requires a balance of reactive support and continuous process improvement, along with strong product knowledge and the ability to reduce back-and-forth through clear, effective communication.

About the team

Our team supports Walmart technicians and the Parts program by ensuring timely, cost-effective part availability. We balance responsiveness with continuous process improvements to enhance efficiency and strengthen the parts program. Collaboration and a positive, team-oriented environment are central to our culture. We prioritize delivering exceptional service, supporting each other, and maintaining a healthy work-life balance.

Responsibilities

• Manage and resolve tickets in OSC with urgency, quality, and full documentation
• Communicate with technicians via phone/text to ensure clarity and fast resolution
• Meet performance goals (25 tickets/day, 1-hour response, 24-hour resolution)
• Proactively manage aging, past-due, and out-of-stock orders
• Cancel and resource orders as needed, ensuring clear technician communication
• Escalate Tier 3 issues with detailed information for efficient support
• Identify and escalate recurring supplier or product issues
• Contribute insights to improve supplier performance and internal processes

Requirements

• Strong customer service mindset with urgency and accountability
• Experience in parts management, supplier coordination, or technician support
• Knowledge of equipment parts, trade work, or supply chain operations
• Ability to communicate clearly and professionally across multiple channels
• Strong problem-solving skills with attention to detail and accuracy
• Ability to manage multiple priorities while meeting performance targets
• Experience identifying trends and escalating recurring issues
• Commitment to teamwork, continuous improvement, and process enhancement

Qualifications

• Bachelor’s degree in Business, Analytics, Statistics, or related field OR 2 years’ experience in data analytics, project management, business, or relevant area

Benefits

• Medical, vision, and dental coverage
• 401(k) and stock purchase plans
• Company-paid life insurance
• Paid time off (PTO), including sick leave, parental leave, family care leave, bereavement, jury duty, and voting
• Short-term and long-term disability
• Company discounts
• Military Leave Pay
• Adoption and surrogacy expense reimbursement
• Live Better U: Walmart-paid education benefit program for high school completion, bachelor’s degrees, English Language Learning, and short-form certificates (eligibility requirements apply)

Pay

The annual salary range for this position is $60,000.00 - $110,000.00. Additional compensation includes annual or quarterly performance bonuses and stock for certain positions.