Service Supply Chain IT Analyst

The Service Supply Chain IT Analyst will partner with global Service Operations, Logistics, Depot Repair, and Engineering teams to compose, implement, and optimize scalable enterprise IT solutions.

This role translates sophisticated aftermarket and service supply chain requirements into functional architectures, process flows, and system improvements that drive operational efficiency, visibility, and SLA attainment.

Key Responsibilities

Solution Design & System Configuration

• Translate business requirements into comprehensive functional compose, solution architectures, and user journeys across the global Service Supply Chain footprint.
• Compose and configure service supply chain applications, systems, and platforms supporting Order Management, Reverse Logistics (RMA), Depot Repair Execution, Spares Inventory, Logistics Orchestration, and Financial Settlements.
• Be responsible for the definition of end-to-end service lifecycle flows,including return intake, warranty entitlement, asset recovery, repair routing, disposition, and forward replenishment.

Business Process Optimization

• Analyze end-to-end service supply chain, reverse logistics, and repair operations to identify process bottlenecks, cycle-time gaps, and automation opportunities.
• Recommend industry standard processes, workflow automations, and scalable system capabilities to improve operational efficiency and service level agreement (SLA) performance.

Implementation & Enhancements

• Lead functional configurations, end-to-end test execution (System Integration Testing [SIT] and User Acceptance Testing [UAT]), cutover planning, and production releases.
• Conduct cross-system impact analyses, define regression test suites, and support global rollouts.

Multi-Functional Collaboration

• Partner closely with Service Operations, Depot Managers, Logistics Planners, Procurement, Finance, and IT engineering teams to deliver unified E2E capabilities.
• Collaborate with enterprise architects, software engineering squads, and integration specialists to validate technical feasibility, API contracts, and architecture alignment.

Production Support & Operational Perfection

• Triage sophisticated functional and operational issues, perform structured Root Cause Analysis (RCA), and drive permanent corrective actions.
• Handle production incident queues and operational issues to ensure high platform availability and strict SLA compliance.

Documentation & Governance

• Author clear user stories, functional requirement documents (FRDs/FDDs), acceptance criteria, system interaction diagrams, and test scenarios.
• Develop and maintain system configuration guides, business process maps, and Standard Operating Procedures (SOPs).
• Ensure strict compliance with enterprise IT controls, information security policies, audit standards, and formal change governance.

Data, Telemetry & Reporting

• Guide data validation, master data governance, and data reconciliation activities across disparate supply chain platforms.
• Partner with Data & Analytics teams to define data models, operational telemetry, and executive reporting dashboards for critical Service Supply Chain important metrics (e.g., RMA turnaround time, depot yield, inventory velocity, carrier on-time delivery, warranty recovery).

Qualifications

Minimum Qualifications

• Education & Experience: Bachelor’s degree in Computer Science, Information Systems, Supply Chain Management, Industrial Engineering, or related field with 5+ years of relevant experience (or Master’s degree with 2+ years of experience).
• Core Functional Expertise:
• 5+ years of experience as an IT Business Analyst, Functional Analyst, or Systems Analyst supporting Service Supply Chain, Reverse Logistics, Aftermarket Services, or Enterprise SCM platforms.
• Strong functional understanding of core aftermarket workflows: Return Merchandise Authorization (RMA), warranty/contract entitlement, depot repair operations, parts replenishment, scrap/harvest disposition, and reverse logistics.
• Technical & Integration Skills:
• Demonstrable experience authoring functional integration specifications for REST/SOAP APIs, event-driven messaging architectures, and file-based interfaces.
• Solid grasp of data mapping, payload schema definition, exception handling, and error-recovery frameworks across distributed enterprise systems.
• Proficiency in data querying and analysis using SQL and relational data models.
• Business & Analytical Skills:
• Sophisticated business process modeling and mapping skills.
• Translate intricate business challenges into sophisticated, scalable technology solutions.
• Practical experience working in global supply chain environments with multi-node distribution networks, 3PL/4PL partners, and external repair vendors.
• Validated hands on and knowledge of Agile/Scrum methodologies and the Software Development Lifecycle (SDLC).
• Professional & Interpersonal Skills:
• Strong verbal and written communication skills to articulate technical concepts clearly to non-technical business customers.
• Detailed documentation subject area and analytical problem-solving approach.
• Validated adaptability, accountability, and ability to deliver in fast-paced, multi-project environments.

Benefits

• Medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness
• Non-exempt employees receive 16 days of paid vacation time per full calendar year
• Exempt employees participate in Cisco’s flexible vacation time off program
• 80 hours of sick time off provided on hire date and each January 1st thereafter