Business Process Analyst, Global Services & Support

Business Process Analyst, Global Services & Support at Boston Dynamics

The Business Process Analyst (BPA) for Global Services & Support is responsible for analyzing, designing, and optimizing end-to-end service and support processes to translate service strategy into coordinated, cross-functional execution. This role acts as a bridge between Global Services & Support, Finance, Manufacturing, and IT, ensuring operational needs are converted into scalable, repeatable, and well-governed systems.

The BPA serves as a process architect and systems thinker, focused on improving service delivery, reducing friction at cross-functional handoffs, enabling scalability, and enforcing operational rigor across the post-sales lifecycle. This role sits within Business Operations and partners closely with Global Services & Support leadership while working horizontally across the organization.

Key Responsibilities

Process Design & Optimization

• Own the end-to-end design, documentation, and governance of Global Services & Support processes, including change control and continuous improvement across workflows such as: case management, field service management, returns and repair management, and order fulfillment.
• Identify inefficiencies, friction points, and redundancies across workflows; recommend and drive process improvements, particularly at cross-functional handoffs.
• Facilitate alignment and decision-making when tradeoffs arise, balancing speed, scalability, and control.
• Ensure service and support processes support internal controls, audit readiness, and operational rigor.

Cross-Functional Collaboration

• Partner with cross-functional stakeholders to align processes with business objectives.
• Serve as the primary translator between business users and IT, gathering requirements, clarifying needs, and ensuring solutions are both technically feasible and operationally sound.

Systems Evolution

• Own intake and prioritization for Global Services & Support system enhancements in partnership with IT.
• Translate business problems into clear, actionable functional requirements that meet company standards.
• Collaborate with the BizOps Insights team to define, track, and operationalize key metrics that inform optimization and accountability.
• Oversee user acceptance testing (UAT) and support enablement efforts to ensure successful adoption of new processes and tools.

Change Management & Governance

• Drive structured change management for new or evolving service and support processes, ensuring clarity, adoption, and sustained behavior change.
• Establish and enforce process governance standards to maintain consistency, operational discipline, and audit readiness as the services business scales.
• Ensure documentation, controls, and ownership are clearly defined and maintained over time.

Qualifications

• Bachelor’s degree in business, operations, or a related field.
• Experience owning or materially contributing to enterprise-scale process design and/or system implementations.
• Experience operating in a scaled, audit-aware, or regulated environment.
• Strong working knowledge of CRMs, ERPs, MRPs, and related enterprise systems.
• Demonstrated ability to work through ambiguity, manage competing priorities, and drive alignment across teams.
• Exceptional communication, organization, and attention to detail.

Compensation & Benefits

The base pay range for this position is between $89,000 to $110,878 annually. Base pay will depend on multiple individualized factors including, but not limited to internal equity, job related knowledge, skills and experience. This range represents a good faith estimate of compensation at the time of posting. Boston Dynamics offers a generous Benefits package including medical, dental vision, 401(k), paid time off and a annual bonus structure. Additional details regarding these benefit plans will be provided if an employee receives an offer for employment.

Key skills/competency

• Business Process Analysis
• Process Optimization
• Service Delivery
• Cross-functional Collaboration
• Systems Thinking
• CRM
• ERP
• Change Management
• Process Governance
• User Acceptance Testing (UAT)