Sr Project Management Analyst

Key Responsibilities

• Generate weekly, monthly, quarterly, and annual reports focused on systems analysis and Service Level Agreement (SLA) performance.
• Analyze system performance metrics, including ticket closure rates, response times, and equipment failure/repair data.
• Conduct weekly root cause analysis for P1 and P2 incidents to provide actionable solutions for the military.
• Partner with Supply Chain, Product Groups, Sales, and Deployment teams to drive unified resolutions for quality issues.
• Act as the primary quality representative for strategic customers. Manage expectations during high-priority incidents and serve as the face of Motorola Solutions for internal field teams and government stakeholders.
• Lead root cause analysis (RCA) and execute corrective or preventive actions throughout the deployment lifecycle to ensure verified closure for the customer.
• Manage containment and ensure proper RCA is conducted.
• Provide stakeholder guidance, communicate status, set expectations.
• Assume decision making authority for warranty/replacement transactions (PLAN-X, SP Authorizations).
• Provide Motorola Technical Notification (MTN) Support.
• Work with the Product Group on a program to reduce the complexity and volume of MTNs being released.
• Engage in the development of MTNs to ensure they carefully account for customer experience and the fields ability to efficiently and successfully implement them.
• Manage Cost of Poor Quality (CoPQ) related to MTNs.
• Manage the SDI, Service and Upgrade Operations (UO) transactional surveys.
• Submit surveys to customers and track and update field team on responses.
• Ensure all customer issues get resolved.
• Provide the field team with reports on response rates and scores.
• Provide regular updates on customer engagements and resolution status, including in-person meetings as required.

Candidate Requirements

• 5+ years of experience in one of the following: Quality, Service, Deployment, Sales, Engineering, Public Safety, Data Analytics, RF, P25 or the Military.
• Ability to travel 25–50% to engage with strategic customers and field teams.
• Previous military or Department of Defense (DoD) experience, or professional exposure to military or federal work environments, is preferred.
• U.S. citizenship is mandatory.
• The ability to successfully obtain and maintain a U.S. Government security clearance is a condition of continued employment, requiring the completion of a Standard Form 86 (SF-86) and obtaining the CompTIA Security+ certification or equivalent within the first 6 months of employment.
• Required background clearance(s) as mandated by government customer(s) must be obtained.

Target Base Salary Range

$105,000 - $120,000 USD

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.