Sr. Customer Operations Business Analyst (SAP)

Location: Hybrid in North Andover, Massachusetts, United States; office attendance required Monday through Wednesday, with remote work available Thursday and Friday.

Salary: $94,000–$106,000 annually

Company

hirify.global develops products and smart, connected solutions for safe, sustainable water management in residential and commercial settings.

What you will do

• Monitor and resolve SAP order-to-cash exceptions, including blocked and incomplete orders, EDI errors, delivery issues, and aging transactions.
• Analyze customer operations data, backlog, service levels, order status, workload, and operational performance.
• Develop, maintain, and validate reports, dashboards, reconciliations, and data-quality controls.
• Investigate operational, system, integration, master-data, and process issues to identify root causes and drive corrective actions.
• Partner with Customer Service, Sales, Supply Chain, Planning, Distribution, Master Data, EDI, and IT teams to improve order management processes.
• Support system enhancements through documentation, testing, UAT, defect verification, training materials, and implementation activities.

Requirements

• Bachelor’s degree in Business, Supply Chain, Operations, Information Systems, Analytics, or a related field, or equivalent experience.
• At least 5 years of experience in customer operations, business operations, order management, customer-service analytics, supply chain operations, or ERP-enabled process improvement.
• Hands-on experience with SAP order-to-cash transactions, operational reporting, data reconciliation, and business-process issue resolution.
• Experience with operational reporting, dashboards, KPI definitions, data-quality controls, and business-performance metrics.
• Strong analytical, structured problem-solving, root-cause analysis, and process-improvement skills.
• Advanced Excel skills, including pivot tables, lookups, exception analysis, and reconciliation of large datasets, plus experience with reporting or dashboard tools.

Nice to have

• Continuous improvement, Lean, Six Sigma, or structured business-process analysis experience.
• Knowledge of EDI exception resolution, including 855 order acknowledgments and 856 advance ship notices.
• Experience with master-data governance, QAD, or supply chain operations.

Culture & Benefits

• Team-oriented and supportive working environment focused on integrity, accountability, continuous improvement, innovation, and transparency.
• Medical and dental coverage, retirement benefits, family-building benefits, and paid maternity and paternity leave.
• Ten paid holidays and paid time off.
• Professional development opportunities and educational reimbursement.
• Fitness reimbursement and employee discount programs.