[Hiring] Senior Analyst, SAP Deployment Service Management Lead @Builders FirstSource

Role Description

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.

• 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; escalate unclear ownership or stalled progress.
• 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.

Qualifications

• 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.

Requirements

• 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, ownership, follow-through, attention to detail, analytical problem solving, and sound escalation judgment.
• Ability to challenge unclear ownership constructively, coordinate across functions, and drive issues through closure validation.

Benefits

• Medical, dental, vision, and disability insurance plans.
• 401(k) retirement savings plan.
• PTO (including paid sick time).
• 8 paid holidays per year (for salaried and hourly team members).
• Annual bonus eligibility subject to changes in plan design and documents.

Company Description

Builders FirstSource is America’s largest supplier of building materials, value-added components and building services to the professional market. We are committed to creating a diverse and inclusive workplace that welcomes candidates from all backgrounds and experience levels.