Business Analyst - Operational Technology

The Business Analyst, Manufacturing Infrastructure Operations serves as a key liaison between manufacturing, warehouse, engineering, IT, cybersecurity, infrastructure, and site support stakeholders. This role translates operational needs and shop floor technology challenges into clear requirements, actionable priorities, process improvements, and operationally ready solutions. Candidates will be focused on MES and Operational Technology.

The position supports reliable, secure, and standardized technology operations across plant and warehouse environments by improving intake, documentation, prioritization, reporting, lifecycle visibility, and alignment between business operations and technical teams.

Duties and Responsibilities:

• Partner with manufacturing, warehouse, plant engineering, site support, infrastructure, cybersecurity, applications, and vendor teams to gather, document, and validate business and technical requirements.
• Facilitate stakeholder discussions, requirements workshops, working sessions, and review meetings to clarify needs, confirm scope, and drive alignment across business and IT teams.
• Analyze current-state processes, systems, support models, pain points, and recurring issues within manufacturing and warehouse technology environments.
• Define future-state requirements, process flows, use cases, business rules, acceptance criteria, and expected outcomes for infrastructure projects and service improvements.
• Manage intake analysis, prioritization support, and scoping for manufacturing technology requests, including endpoint needs, connectivity requirements, production-facing devices, and infrastructure changes.
• Assess business impact, production risk, operational urgency, dependencies, and resource needs to support informed prioritization and decision-making.
• Ensure requirements align with infrastructure, cybersecurity, endpoint, network, lifecycle, and supportability standards.
• Define and document ownership, escalation paths, lifecycle responsibilities, change control needs, and support expectations for manufacturing floor technology.
• Support project planning and execution by defining scope, tracking dependencies, identifying risks, documenting issues, preparing status updates, and coordinating stakeholder communications.
• Partner with ITSM, site support, and service teams to review incidents, requests, trends, and recurring problems to identify opportunities for root cause analysis, standardization, and proactive improvement.
• Create and maintain business requirements, functional requirements, process maps, support procedures, decision logs, meeting notes, action item trackers, knowledge articles, and operational handoff materials.
• Support change management and operational readiness by assessing impacts, coordinating communications, documenting testing needs, supporting user readiness, and ensuring transition to support.
• Analyze and report on infrastructure demand, project status, service health, support trends, device inventory, lifecycle needs, and operational performance.
• Coordinate with vendors and internal teams to support discovery, solution evaluation, procurement planning, implementation readiness, and support model definition.
• Drive continuous improvement efforts that increase visibility, reduce production disruption, improve responsiveness, and strengthen alignment between IT and manufacturing operations

Education and Experience Requirements:

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, Engineering, Operations Management, or a related field, or equivalent work experience.
• Minimum of 5 years of experience as a Business Analyst, IT Analyst, Systems Analyst, Process Analyst, Project Analyst, or similar role supporting technology, operations, infrastructure, or service delivery.
• Experience gathering, documenting, and validating business and technical requirements with cross-functional stakeholders.
• Strong understanding of business analysis practices, including current-state analysis, future-state definition, process mapping, gap analysis, use cases, business rules, acceptance criteria, and requirements traceability.
• Ability to understand and document technology needs related to manufacturing environments, including shop floor devices, endpoint technology, network connectivity, printers, scanners, industrial PCs, shared workstations, kiosks, and production-supporting systems.
• Familiarity with ITSM processes, including incident, request, problem, change, asset, configuration, and knowledge management.
• Ability to analyze incident and request trends, recurring issues, support gaps, process inefficiencies, and operational pain points to identify improvement opportunities.
• Strong documentation skills, including the ability to create business requirements, functional specifications, process flows, support procedures, knowledge articles, meeting notes, and action item trackers.
• Strong communication, facilitation, and stakeholder management skills with the ability to work effectively with plant leadership, manufacturing operations, engineering, site support, infrastructure, cybersecurity, application teams, vendors, and end users.
• Ability to translate business needs into clear requirements and communicate technical concepts in a way that is understandable to non-technical stakeholders.
• Strong analytical, problem-solving, organizational, and follow-through skills with the ability to manage multiple priorities and drive clarity in complex environments.
• Ability to work independently, operate within established standards, escalate risks appropriately, and respond with urgency to production-impacting needs.
• Willingness to work flexible hours or support planned maintenance, implementation, or critical manufacturing activities as needed.
• Experience working in manufacturing, industrial, warehouse, supply chain, or production environments where uptime and operational continuity are critical.
• Experience supporting manufacturing infrastructure, shop floor technology, plant systems, endpoint lifecycle management, network connectivity, or production-facing IT services.
• Familiarity with manufacturing applications, ERP, MES, plant data collection systems, label printing, scanning solutions, or other production-supporting technology platforms.
• Experience working with IT infrastructure, endpoint management, cybersecurity, network, site support, application, or service operations teams.
• Experience with ITSM platforms such as Ivanti, ServiceNow, Jira Service Management, or similar tools.
• Working knowledge of ITIL practices and service management concepts, including incident, request, change, problem, asset, configuration, and knowledge management.
• Experience supporting technology intake, prioritization, project scoping, requirements workshops, solution evaluation, testing coordination, operational readiness, and transition-to-support activities.
• Experience developing process documentation, standard operating procedures, support models, service definitions, RACI matrices, workflow diagrams, or operational dashboards.
• Familiarity with OT/IT support considerations, including secure access, segmentation, change control, production impact, vendor coordination, and business continuity.
• Relevant certifications such as Certified Business Analysis Professional, Entry Certificate in Business Analysis, PMI Professional in Business Analysis, ITIL Foundation, Lean Six Sigma, Project Management Professional, or equivalent business analysis, process improvement, or IT service management certification.
• Experience working in manufacturing, industrial, warehouse, supply chain, or production environments where uptime and operational continuity are critical.
• Experience supporting manufacturing infrastructure, shop floor technology, plant systems, endpoint lifecycle management, network connectivity, or production-facing IT services.
• Familiarity with manufacturing applications, ERP, MES, plant data collection systems, label printing, scanning solutions, or other production-supporting technology platforms.
• Experience working with IT infrastructure, endpoint management, cybersecurity, network, site support, application, or service operations teams.
• Experience with ITSM platforms such as Ivanti, ServiceNow, Jira Service Management, or similar tools.
• Working knowledge of ITIL practices and service management concepts, including incident, request, change, problem, asset, configuration, and knowledge management.
• Experience supporting technology intake, prioritization, project scoping, requirements workshops, solution evaluation, testing coordination, operational readiness, and transition-to-support activities.
• Experience developing process documentation, standard operating procedures, support models, service definitions, RACI matrices, workflow diagrams, or operational dashboards.
• Familiarity with OT/IT support considerations, including secure access, segmentation, change control, production impact, vendor coordination, and business continuity.
• Relevant certifications such as Certified Business Analysis Professional, Entry Certificate in Business Analysis, PMI Professional in Business Analysis, ITIL Foundation, Lean Six Sigma, Project Management Professional, or equivalent business analysis, process improvement, or IT service management certification.