Sr. Analyst, Process Enablement - Services

Vertiv; Westerville (OH); On-site; USD 85,000 - 115,000; Full time

Job summary

Vertiv is seeking a Sr. Analyst, Process Enablement - Services to provide expert, structured support for service business processes and global templates adoption. You will act as a super user for end-to-end processes, clarify functionality, triage issues, and support user enablement activities.

This position reports to the Manager, Process Enablement. The role interfaces with service functions, lead trainers, and ERP teams, delivering guidance and ensuring alignment with service process

Qualifications

• Bachelor’s degree in a related discipline.
• 2-4 years in Oracle EBS functional support or business process enablement.
• Experience handling module-specific user queries and functional triage.
• Exposure to Oracle EBS workflows and service operations in field/aftermarket services.
• Strong written and verbal communication in English.
• Ability to document business requirements for ERP delivery teams.
• Analytical thinking and problem-solving skills.
• Deep knowledge of Oracle EBS service modules (FS, IB, TS, MFS, OKS).
• Proficiency in process mapping and transaction flows.
• Experience formalizing module-specific business requirements.

Responsibilities

• Supports service-specific Oracle EBS modules including FS, IB, TS, MFS, and OKS.
• Owns resolution of module-specific issues from initial triage through escalation.
• Documents business requirements and assesses process impacts for service processes.
• Provides updates on solution design, fixes, and resolved tickets.
• Interfaces with service business functions and enablement teams on the business side.
• Escalates unresolved issues to ERP Second Level Support.
• Performs structured functional triage before ticket creation and root-cause categorization.
• Handles module-specific user queries and functional triage across service modules.
• Advises on recurring issues and knowledge gaps.
• Reduces avoidable tickets with immediate guidance.

Skills

Clear process guidance

Issue triage

Written & verbal English

Analytical thinking

Root-cause analysis

Documentation

Education

Bachelor’s degree

Tools

Oracle EBS

ServiceNow

SharePoint

Process mapping

Transaction flow analysis

Exception handling

Job description

The Sr. Analyst, Process Enablement - Services provide expertise and structured support for service business processes, ensuring accurate issue triage, process guidance, and effective adoption of global templates and procedures. Act as a dedicated super user for service end-to-end processes, providing functional clarification, performing issue triage, and supporting user enablement activities. This position reports to Manager, Process Enablement.

Position Summary

JOB DESCRIPTION

The Sr. Analyst, Process Enablement - Services provide expertise and structured support for service business processes, ensuring accurate issue triage, process guidance, and effective adoption of global templates and procedures. Act as a dedicated super user for service end-to-end processes, providing functional clarification, performing issue triage, and supporting user enablement activities. This position reports to Manager, Process Enablement.

Responsibilities

• Supports service-specific Oracle EBS modules including Field Services (FS), Installed Base (IB), Technical Services (TS), Mobile Field Services (MFS), and Service Contract (OKS).
• Owns resolution of service module-specific issues from initial triage through escalation.
• Documents business requirements and assesses process impacts related to service processes.
• Provides updates on solution design, implemented fixes, and functionally resolved tickets.
• Interfaces with service business functions, Business Process Enablement Lead, and Training & Knowledge Coordinator on the business side.
• Escalates unresolved issues to ERP Second Level Support on the IT side.
• Performs structured functional triage before ticket creation, including issue validation, scenario replication, and preliminary root-cause categorization for service-specific processes.
• Handles module-specific user queries and functional triage across Field Services, Installed Base, and related modules.
• Advises Business Process Enablement Lead and Training & Knowledge Coordinator on recurring issues and knowledge gaps within service modules.
• Reduces avoidable tickets by providing immediate clarification and hands-on guidance to users.
• Oracle EBS (FS, IB, TS, MFS, OKS), ServiceNow, SharePoint, process mapping, transaction flow analysis, and exception handling methodologies.

Qualifications

• Bachelor’s degree in Business Administration, Accounting, Finance, Economics, Engineering, Marketing, IT, Computer Science, or related discipline.
• 2-4 years in Oracle EBS functional support or business process enablement.
• Experience in handling module-specific user queries and functional triage.
• Exposure to Oracle EBS module workflows and business process operations in a field services or aftermarket services environment.
• Strong written and verbal communication skills in English; other languages are a plus.
• Ability to provide clear process guidance to business users and document business requirements effectively for ERP delivery teams.
• Analytical thinking and problem-solving skills.
• Ability to perform root-cause categorization, identify recurring issue patterns, and assess process impacts.
• Deep functional knowledge of Oracle EBS service modules (FS, IB, TS, MFS, OKS).
• Proficiency in process mapping, transaction flows, and exception handling.
• Experience with formalization of module-specific business requirements.

PHYSICAL & ENVIRONMENTAL DEMANDS

• No special physical requirements.

Travel Requirements

• 10% travel required.

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES

Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers’ vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today’s data centers, communication networks and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [e-mail].