POSITION PURPOSE
The Business Analyst - Order Fulfillment is the functional owner of the Enterprise order fulfillment solutions within the Digital Applications & Product Delivery organization. The role translates validated business requirements into working, supported application functionality (mainly, but not limited to, SAP) across the order fulfillment landscape - covering Sales & Distribution (SD) order management, Available-to-Promise (ATP), Logistics Execution, delivery and shipping, and billing - and is accountable for the quality, consistency, and supportability of that functionality.
The role sits within the global Enterprise Business Analysis team and is aligned to the Order Fulfillment functional domain. It partners with the Order Fulfillment Global Functional Lead and the Business Enablement & Adoption organization, who own business process design, business requirements definition, and adoption. This role owns everything from functional specification onward: configuration, development coordination, testing, cutover, and ongoing application support.
The successful candidate combines genuine SAP order management and logistics execution configuration depth with the ability to work directly with customer service, order management, and logistics stakeholders, and applies the change management, documentation, and control standards that govern the application estate.
PRINCIPAL ACCOUNTABILITIES
Functional Design & Specification
- Translate validated business requirements received from the Order Fulfillment Global Functional Lead and the Business Enablement & Adoption team into functional specifications, solution designs, and configuration approaches for the SAP order fulfillment landscape.
- Advise business partners and IT colleagues on standard SAP capability and leading practice for Sales & Distribution (SD) order management, Available-to-Promise (ATP), Logistics Execution, delivery and shipping, and billing, actively steering solutions toward fit-to-standard adoption over custom development.
- Assess the functional and integration impact of proposed changes across adjacent domains, including Customer Experience and Sales, Manufacturing, Inventory Management, Purchasing, and Finance (accounts receivable and revenue recognition).
- Provide functional input to application rationalization and integration assessments for order fulfillment systems, supporting - but not owning - the architecture decisions held by Integration & Solutions Architecture.
Configuration & Solution Delivery
- Own SAP configuration for the order fulfillment modules, ensuring changes are designed, documented, and delivered to the standards set by the Digital Applications & Product Delivery organization.
- Partner with the technical lead and the application development team to define, deliver, and validate custom development where standard functionality cannot meet a validated requirement.
- Deliver configuration and development activities with attention to quality, consistency, reusability, and scalability across regions and entities.
- Prepare and maintain configuration documentation, functional design documents, and technical handover material.
Testing, Cutover & Release
- Own functional and integration testing for the order fulfillment workstream, including test script preparation, execution, defect logging, and retest.
- Support business-led user acceptance testing by preparing test environments and data, resolving defects, and providing functional guidance to business testers.
- Plan and execute cutover activities for order fulfillment scope, including data validation, sequencing, and hyper care, with attention to open order and in-transit delivery continuity.
- Comply with application change management and transport procedures, ensuring appropriate approval and evidence of control operation for audit purposes.
Application Support & Continuous Improvement
- Act as the functional escalation point for order fulfillment related incidents and defects, driving timely investigation, root cause analysis, and remediation within agreed service levels.
- Identify and deliver continuous improvement opportunities that optimize SAP order fulfillment processes, improve system performance, and reduce recurring incident volume.
- Monitor and report on key performance indicators relating to order fulfillment solution quality, defect trends, and change delivery, using data to inform prioritization.
- Contribute to the reduction of technical debt and custom-code footprint within the order fulfillment landscape.
Collaboration & Knowledge Transfer
- Collaborate with Business Analysts in adjacent functional domains to ensure end-to-end process integrity across the Enterprise System landscape, with particular attention to the customer-facing and finance touchpoints of the order-to-cash chain.
- Maintain strong working relationships with customer service, order management, logistics and distribution stakeholders, regional business teams, and external implementation partners.
- Create and maintain configuration guides and functional documentation and provide functional content and subject-matter input to training materials owned by the Business Enablement & Adoption team.
- Provide functional guidance and knowledge transfer to application support colleagues, third-party partners, and less experienced analysts.
NATURE AND SCOPE
The Business Analyst - Order Fulfillment reports to the Global Manager, Enterprise Business Analysis within the Digital Applications & Product Delivery organization. There are no direct reports to this position. The role exercises significant functional influence over the order fulfillment solution and coordinates the work of technical colleagues and external partners on order fulfillment scope.
The role operates globally across all BAC entities and works within the application architecture, change management, and quality standards owned by the Digital Applications & Product Delivery organization. As order fulfillment sits between the customer-facing and financial ends of the order-to-cash chain, the position carries meaningful cross-functional visibility with customer service, logistics, and finance stakeholders.
PERFORMANCE INDICATORS
- Quality and timeliness of functional specifications and configuration delivery against agreed commitments.
- Defect escape rate from functional testing into user acceptance testing and production.
- Incident resolution performance for order fulfillment related issues against agreed service levels, including during period-end and peak shipping windows.
- Proportion of requirements met through standard SAP capability versus custom development.
- Completeness and currency of configuration and functional documentation.
- Stakeholder satisfaction from customer service, order management, logistics, and regional business teams.
No grants of authority have been assigned to the Business Analyst – Order Fulfillment.
The Business Analyst - Order Fulfillment maintains regular contact with the Enterprise Business Analysis and Application Development teams; Integration & Solutions Architecture; Application support colleagues; the Order Fulfillment Global Functional Lead and the Business Enablement & Adoption team; Customer Service, Order Management, Logistics and regional business stakeholders; and third-party SAP consultants and implementation partners.
KNOWLEDGE & SKILLS
- Bachelor’s degree or higher in information technology, computer science, supply chain, business, or a related field.
- Minimum 7 years of experience in SAP configuration, functional analysis, or closely related roles, preferably in a global environment.
- Proven configuration expertise in Sales & Distribution (SD) order management, Available-to-Promise (ATP), Logistics Execution, delivery and shipping, and billing.
- Familiarity with adjacent integration points, particularly Customer Experience and Sales, Manufacturing, Inventory Management, Purchasing, and Finance, and with transportation and warehouse management systems.
- Strong understanding of order fulfillment business processes and how they are enabled by SAP solutions.
- Working knowledge of application change management and transport procedures, and of the control and audit requirements that apply to system changes, including segregation of duties in an order management context.
- Experience partnering with technical developers to specify, deliver, and validate custom development.
- Excellent cross-functional collaboration skills and the ability to communicate clearly with both customer service and logistics personnel and technical colleagues.
- A pro-active, solution-oriented mindset with a strong sense of urgency and customer focus.
Preferred
- SAP certification in Sales & Distribution or Logistics Execution.
- Experience of an S/4HANA implementation or migration program, including advanced ATP.
- Experience in an engineer-to-order or highly configurable product environment.
- Exposure to transportation management, warehouse management, EDI, and customer portal integrations.
WORKING CONDITIONS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and walk up to 50% of the time. Working conditions include those of a normal construction environment, as well as standard hazards associated with installed HVAC equipment and rotating equipment. This position requires occasional lifting of up to 30 lbs, and travel of 10 - 20% of the time.
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