We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Business Systems Analyst role will focus on leading projects and initiatives to support the customer support team in implementing new strategies, improving tools and systems, and boosting operational efficiency. Key responsibilities include supporting the full project life cycle, defining clear success metrics, and understanding system architecture to drive impactful changes. The position requires a strategic approach to project management, ensuring that initiatives align with organizational goals and deliver measurable results.

Major Responsibilities:

Assist with developing and implementing a roadmap for business systems that aligns with the organization’s strategic goals

Identify operational process gaps by utilizing measurable metrics and develop an appropriate action plan to deliver on various CX initiatives

Lead end-to-end implementations of new systems or upgrades, including planning, budgeting, and timeline management

Create and maintain annual project timelines

Monitor project milestones and communicate progress to stakeholders

Provide regular reports to leadership on system performance, cost efficiencies, and ROI

Coordinate with stakeholders outside the customer support team to ensure that any dependencies are considered from each team's work stream

Participation (as a CX representative) in other teams’ projects may be a requirement from time to time

Document processes and create standard work

Act as the liaison between technical teams and business users to troubleshoot issues and identify areas for improvement

Joint ownership responsibility for customer experience data, analytics, and insights

Build, maintain, and enhance flows in Telephony System and Mavenoid.

Minimum Requirements:

Bachelor’s degree in business, analytics, mathematics, IT or related field

3 years’ experience in business, customer support, analytics, and AI tools.

Knowledge / Skills / Abilities:

Strategic Agility and Innovation Management: Understanding strategies for adapting to change and driving innovation

Planning: Knowledge of goal-setting, resource allocation, and project management

Customer Focus: Awareness of customer needs, expectations, and service best practices

Learning on the Fly: Ability to quickly absorb and apply new information

Priority Setting: Skill in determining and focusing on the most important tasks

Decision Quality & Problem Solving: Proficiency in making informed decisions and addressing challenges effectively

Negotiating: Competence in reaching mutually beneficial agreements

Conflict Management: Skill in handling disputes and facilitating resolution

Builds Effective Relationships: Capability to establish and maintain strong interpersonal connections

Intellectual Acumen: Ability to think critically and grasp complex concepts

Drive for Results: Ability to take initiative and achieve objectives.

Managerial Courage: Willingness to address tough issues and make difficult decisions

Adaptability: Capacity to adjust to changing conditions and innovate accordingly

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.”