Business Analyst, Field Service Platform

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Job Title: Business Analyst, LED North America Service (Business Analyst III)

Location: Remote (US), Eastern time preferred

Position Summary

The Business Analyst, LED North America Service is the primary business-side steward for ERP and field service systems, ensuring that our service operations run efficiently and effectively. This role combines hands-on system administration, data governance, and process optimization to enable field service teams and leaders to get the most out of our existing systems.

As a trusted partner to IT and business teams, this role designs workflows that work within current system capabilities, maintains accurate and accessible data, develops actionable reports and dashboards, and drives user adoption through training, documentation, and support.

Looking ahead, this role will play a key part in preparing the organization for a future ERP and service system upgrade, providing critical insight into business requirements, data structures, and process improvements. The ideal candidate thrives in a dynamic environment, takes initiative to optimize legacy systems, and enjoys making a measurable impact on business operations and service excellence.

Key Responsibilities

Systems Management & Support

• Serve as the business administrator and point of contact for ERP and field service systems used by the IES Laboratory Equipment service organization in North America.
• Lead day-to-day system operations, including user access, data integrity, and issue resolution, ensuring minimal disruption to business activities.
• Communicate business requirements, test and validate system changes, and ensure solutions meet operational needs.
• Find opportunities to streamline workflows and enhance user experience through process adjustments, automation, and improved reporting—within the existing system capabilities.
• Maintain system documentation, training resources, and user communications to support consistent and effective use.

Data Management & Structure

• Maintain and govern key service master data, including employee, Authorized Service Provider (ASP), and field organization records such as territories, hierarchies, and inventory locations.
• Ensure data accuracy, consistency, and usability to support efficient service operations and reliable reporting.
• Define and enforce business rules for data entry, maintenance, and structure, partnering with users and IT to uphold data standards.
• Manage user access, roles, and permissions within service systems to ensure appropriate security and compliance with corporate governance policies.
• Monitor and audit data quality, proactively identifying and correcting issues that impact operational or reporting integrity.

Process Design & Improvement

• Collaborate with Service, Marketing, Sales, Quality, and Manufacturing teams to evaluate and refine service-related business processes.
• Design practical, efficient workflows that align with system capabilities and business objectives, balancing process needs with system constraints.
• Translate business requirements into system changes or enhancements, supporting testing and validation before deployment.
• Lead process documentation, communication, and user enablement activities to ensure consistent adoption of new or improved processes.
• Find opportunities to automate routine tasks or reporting within existing tools to improve accuracy and efficiency.

Reporting & Analytics

• Develop and maintain dashboards and standard reports that deliver clear, actionable insights for Service Management, Operations, and cross-functional partners.
• Define key performance metrics and ensure consistency of reporting across systems and business units.
• Validate data accuracy and completeness, coordinating with IT and data owners to resolve discrepancies.
• Translate data into business insights that inform decision-making and continuous improvement initiatives.
• Support business users in understanding and using reports to drive operational performance and service quality.

Training & Documentation

• Develop, maintain, and deliver clear, practical training materials that help users effectively navigate service systems and processes.
• Conduct in-person and virtual training sessions, adapting content for diverse audiences across the region.
• Keep all user documentation and reference materials current with each release, process update, or organizational change.
• Provide ongoing user support and coaching to reinforce standard processes and consistent system use.
• Communicate system updates, process changes, and known issues to ensure transparency and minimize business disruption.

Quality & Compliance

• Maintain system documentation, procedures, and audit readiness.
• Support internal and external quality audits by providing accurate records, reports, and system documentation.
• Monitor adherence to data governance, retention, and access control policies.
• Identify and document corrective or preventive actions related to data or process deviations.
• Promote a culture of quality and accountability in system use.

Collaboration

• Act as the main liaison between the Service Organization, IT, and functional partners to align business needs with system capabilities.
• Collaborate with global teams across Marketing, Sales, Quality, and Manufacturing to ensure service processes and data structures integrate smoothly with broader business systems.
• Represent the Service Organization in projects related to new system functionality, integrations, or product introductions, ensuring business requirements are clearly defined and tested.
• Contribute insights and documentation to future ERP and service system upgrade initiatives, helping shape requirements and user readiness.

Minimum Qualifications

• Bachelor’s degree in Business, Information Systems, Engineering, or related.
• 5+ years of experience supporting or administering enterprise or service systems in a global or matrixed organization.
• Hands-on experience with ERP systems and field service management systems (e.g., SAP, Oracle, Salesforce Service Cloud).
• Strong analytical skills with experience in reporting and dashboard tools (e.g., Power BI).
• Able to translate business needs into system requirements and collaborate effectively across business and IT teams.
• Able to effectively prioritize tasks and improve processes in a fast-paced environment.

Preferred Qualifications

• Prior involvement in ERP or service system implementations, upgrades, or process improvement initiatives, ideally with SAP experience.
• SFDC or CRM understanding.
• Proven success in training and enabling system users across multiple teams or geographies.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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