Senior Analyst, SAP Deployment Service Management Lead

Builders FirstSource, Inc.; United States; Sur place; USD 110 000 - 150 000; Plein temps

Résumé du poste

Builders FirstSource, Inc. seeks a SAP Deployment Service Management Lead to bridge BFS operations with ServiceNow and deployment teams.

This role ensures incidents, requests, data issues, access concerns, and process questions are routed through the correct workflow and delivered as effective user outcomes. The position emphasizes business-facing collaboration, cross-functional coordination, and an ability to translate symptoms and business needs into actionable actions without performing SAP

Qualifications

• Bachelor’s degree or equivalent practical experience in Business, Information Systems, Supply Chain, Operations or related discipline.
• 5+ years of experience in BFS business operations, enterprise service management, Service Desk, ServiceNow, master data, ERP support, deployment, or a comparable combination.
• Demonstrated experience translating business needs into clear issue statements, workflow actions, data requirements, and accountable handoffs.
• Experience working across business, functional, technical, data, security, training, and support teams in a complex enterprise environment.
• Working knowledge of SAP-enabled business processes; exposure to multiple SAP functional areas, MDG, enterprise data, master data, data governance, or data-quality workflows is preferred.

Responsabilités

• Act as the business-facing bridge among site users, BFS Service Desk, Deployment Hub, SAP functional teams, Data, Security, OCM/Training, Solution Delivery, Release Management, and Hypercare support teams.
• Translate reported symptoms and underlying business needs into clear process, data, access, training, workflow, or system language.
• Assess business impact, urgency, affected users, and the appropriate path to resolution using practical knowledge of BFS operations.
• Guide effective use of ServiceNow incident, request, problem, knowledge, and change-related workflows within the role's scope.
• Review ticket quality and ensure business impact, symptoms, troubleshooting steps, evidence, assignment, categorization, and resolution notes are complete and actionable.
• Coordinate triage and assignment across Service Desk, Deployment Hub, SAP functional, security, data, training, and Solution teams.
• Monitor aging, handoffs, unresolved dependencies, reassignments, and repeat incidents;
• Recommend improvements to queue design, assignment rules, categories, knowledge articles, handoff criteria, intake, routing, and support reporting.
• Distinguish data-quality, workflow/approval, access/role, process, training, and potential system-defect issues without performing SAP configuration.
• Coordinate with data owners, SAP functional teams, and business stakeholders to validate corrected data and completed workflows produce the intended business outcome.
• Support readiness, testing, cutover, go-live, Hypercare, root-cause discussions, trend reviews, knowledge transfer, and transition-to-BAU planning.
• Maintain clear status reporting on critical issues, aging items, ownership gaps, recurring themes, user-impact risks, and corrective actions.
• Escalate confirmed design gaps, defects, configuration needs, and technical changes to the accountable Solution or Delivery team.

Connaissances

ServiceNow

SAP

Incident management

Queue management

Cross-functional collaboration

Formation

Bachelor's degree in Business or Info Systems or related field

Outils

Service Desk

MDG/ERP data

Description du poste

We are Builders FirstSource, America’s largest supplier of building materials, value-added components and building services to the professional market. You’ll feel proud of the work you do here every day to transform the future of home building and help make the dream of home ownership more achievable. At BFS, we believe building a successful career is not solely defined by a degree. Your experience, skills, and passion are just as important, if not more so. As such, we are committed to creating a diverse and inclusive workplace that welcomes candidates from all backgrounds and experience levels.

The SAP Deployment Service Management Lead connects BFS business operations, end-user needs, the Service Desk, ServiceNow, and Project Elevate deployment teams. The role ensures incidents, requests, data issues, access concerns, and process questions are understood in business context, routed through the appropriate workflow, and carried through to an effective user outcome.

This is not a hands-on SAP configuration role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as the business-facing bridge among site users, the BFS Service Desk, Deployment Hub, SAP functional teams, Data, Security, OCM/Training, Solution Delivery, Release Management, and Hypercare support teams.
• Translate reported symptoms and underlying business needs into clear process, data, access, training, workflow, or system language.
• Assess business impact, urgency, affected users, and the appropriate path to resolution using practical knowledge of BFS operations.
• Guide effective use of ServiceNow incident, request, problem, knowledge, and change-related workflows within the role's scope.
• Review ticket quality and ensure business impact, symptoms, troubleshooting steps, evidence, assignment, categorization, and resolution notes are complete and actionable.
• Coordinate triage and assignment across Service Desk, Deployment Hub, SAP functional, security, data, training, and Solution teams.
• Monitor aging, handoffs, unresolved dependencies, reassignments, and repeat incidents;
• Recommend improvements to queue design, assignment rules, categories, knowledge articles, handoff criteria, intake, routing, and support reporting.
• Distinguish data-quality, workflow/approval, access/role, process, training, and potential system-defect issues without performing SAP configuration.
• Coordinate with data owners, SAP functional teams, and business stakeholders to validate that corrected data and completed workflows produce the intended business outcome.
• Support readiness, testing, cutover, go-live, Hypercare, root-cause discussions, trend reviews, knowledge transfer, and transition-to-BAU planning.
• Maintain clear status reporting on critical issues, aging items, ownership gaps, recurring themes, user-impact risks, and corrective actions.
• Escalate confirmed design gaps, defects, configuration needs, and technical changes to the accountable Solution or Delivery team.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

MINIMUM REQUIREMENTS

• Bachelor's degree in Business, Information Systems, Supply Chain, Operations, or a related discipline, or equivalent practical experience.
• 5+ years of experience in BFS business operations, enterprise service management, Service Desk, ServiceNow, master data, ERP support, deployment, or a comparable combination.
• Demonstrated experience translating business needs into clear issue statements, workflow actions, data requirements, and accountable handoffs.
• Experience working across business, functional, technical, data, security, training, and support teams in a complex enterprise environment.
• Working knowledge of SAP-enabled business processes. Exposure to multiple SAP functional areas, MDG, enterprise data, master data, data governance, or data-quality workflows is preferred.

COMPETENCIES

• Strong understanding of BFS business operations and how process, data, security, training, and system dependencies affect field execution.
• Proficiency with ServiceNow incident and request workflows, queue management, assignment, categorization, documentation, escalation, and reporting.
• Ability to follow end-to-end workflows, identify blocked transactions or handoffs, and explain complex issues in practical language for business and technical audiences.
• Working knowledge of enterprise data concepts, approvals, stewardship, data quality, downstream integration impacts, and operational metrics.
• Business empathy, user-service mindset, calm communication under pressure