Sr. Service Business Process Analyst

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position:

The Senior Service Business Analyst (MRO) serves as a critical bridge between Service Operations, Supply Chain, and IT, owning the translation of complex MRO business needs into scalable, compliant SAP S/4HANA solutions. This role focuses on end-to-end repair and service supply chain processes, enabling operational excellence, traceability, and visibility across a regulated medical device environment.

This individual contributor will work closely with Service MRO leadership, Planning, Manufacturing, Quality, and IT to identify process gaps, define business requirements, and implement system enhancements that support Repair-to-Return, Planning, Inventory, Quality, and Capacity Management. The role requires strong functional SAP knowledge, disciplined process thinking, and the ability to operate effectively in ambiguous, fast-paced environments.

Essential Job Duties:

Business Analysis & Process Ownership

• Partner with MRO Operations, Planning, Quality, Manufacturing, and Logistics teams to understand pain points, use cases, and future-state needs across end-to-end service supply chain processes.
• Lead business process analysis and documentation for Repair-to-Return, Plan-to-Produce, Inventory, Quality, and Logistics workflows.
• Identify gaps and inefficiencies in current processes and systems; propose and drive best-practice solutions that improve efficiency, scalability, and visibility.
• Ensure an end-to-end, cross-functional view of processes, including upstream and downstream system impacts.

SAP Functional Partnership & Delivery

• Translate business requirements into clear, actionable functional requirements and partner with IT to validate design, configuration, and delivery.
• Support and influence SAP S/4HANA solutions across relevant modules, including Materials Management (MM), Production Planning (PP), Manufacturing Execution (ME), Quality Management (QM), Inventory Management (IM), and Warehouse Management (WM/EWM).
• Act as a business owner for smaller SAP enhancements and initiatives, managing scope, priorities, and delivery in partnership with IT.
• Investigate system issues, root causes, and data integrity gaps; collaborate with IT and business users to drive resolution.

Project Execution, Testing & Change Management

• Author and maintain project artifacts including business process flows, functional/user requirements, UAT test cases, and training materials.
• Plan and facilitate User Acceptance Testing (UAT), ensuring solutions meet operational, data, and compliance requirements.
• Support change management activities, including user training, communications, and adoption support.
• Provide clear, structured project updates to stakeholders, highlighting risks, dependencies, and decision points.

Analytics & Operational Support

• Support MRO and supply chain key metrics through data analysis, reporting, and ad-hoc queries.
• Partner with operations leaders to improve visibility into repair demand, throughput, cycle time, capacity, inventory, and quality performance.
• Apply analytical and critical-thinking skills to translate data into actionable insights for the business.

Qualifications

Education and Experience

• Bachelor’s degree in Supply Chain, Engineering, Information Systems, Business, or related field; Master’s degree preferred.
• 8+ years of experience as a Business Systems Analyst or Functional Analyst in supply chain, manufacturing, or service operations.
• Strong hands-on expe