Application Development & Support Senior Analyst

Role Statement: The Performance & Quality Senior Analyst ensures work is efficiently prioritized, planned, and delivered across the ERP Tech Factory (ERP Core Customization, Custom Application Development & APEX, ERP Operational Reporting, and Test Automation Factory). The role owns intake demand management and capacity planning—ensuring requests are transparently prioritized, sized, and allocated against available capacity in a predictable cadence.

In parallel, the Analyst drives process standardization, quality assurance, and continuous improvement, embedding repeatable practices and quality checkpoints across the full delivery lifecycle. As a member of the Tech Factory Lead's staff, the role provides executive visibility into throughput, performance, and quality trends—enabling data-driven decisions on prioritization, resourcing, and delivery optimization.

Key Duties Intake Demand Management •    Own and manage the intake process for new requests (enhancements, fixes, test, reporting needs) across the four Tech Factory pods.  •    Define and maintain intake criteria, templates, and qualification checkpoints to ensure completeness and readiness of incoming demand. •    Oversee and ensure that requests are triaged and routed to the appropriate pillar/team based on scope, complexity, and priority.

•    Maintain a consolidated demand backlog, ensuring visibility and traceability from intake to delivery. Capacity Planning & Resource Allocation •    Build and maintain capacity planning across ERP core customization, Custom application development & APEX, ERP Operating Reporting and Test Automation Factory Pods.

•    Monitor team utilization and forecast capacity against incoming demand, flagging bottlenecks or over/under-allocation. •    Support the Tech Factory Lead in balancing internal vs external resources and in sequencing the delivery roadmap. •    Provide scenario planning (what-if analysis) to support prioritization decisions during planning cycles.

Process Standardization & Repeatability •    Design, document, and maintain standardized workflows and delivery processes across the Tech Factory to ensure consistency and repeatability. •    Identify variability and inefficiencies in current processes, proposing streamlined, repeatable alternatives. •    Define and roll out quality checkpoints/gates across the delivery lifecycle (design, build, test, release), in alignment with the Tech Factory Lead.

Performance & Quality Monitoring •    Define, track, and report key performance and quality metrics across the Tech Factory (e.g. throughput, cycle time, delivery predictability, defect rates, and conversion of requests to delivery). •    Analyze trends and patterns to identify systemic issues, recurring bottlenecks, or quality risks.[NS1.1] •    Produce regular dashboards/reports for the Tech Factory Lead and stakeholders, highlighting performance against targets.

Continuous Improvement & Governance •    Recommend continuous improvement initiatives based on data insights, for review and validation by the Tech Factory Lead. •    Partner with Tech Factory Pods to embed best practices and process discipline. •    Maintain process documentation, playbooks, and knowledge assets to support onboarding and consistency across teams.

•    Support governance activities by preparing structured inputs and materials for the Weekly Tech Operations Sync, Release & Technical Alignment meetings, and Monthly Platform Review •    Promote a culture of predictability, transparency, and continuous improvement within the Tech Factory, under t