Senior Analyst, Business Analysis and Insights

Position Summary...

What you'll do...

Role summary:
As a Senior Analyst, you will support Walmart technicians by ensuring timely, accurate parts resolution through ticket management and supplier coordination. This role focuses on delivering high-quality service with strong communication, quick response times, and thorough follow-through. You will proactively manage aging orders, resolve issues within defined SLAs, and escalate recurring product or supplier concerns. Success in this role requires a balance of reactive support and continuous process improvement, along with strong product knowledge and the ability to reduce back-and-forth through clear, effective communication.  
About the team:
Our team supports Walmart technicians and the Parts program by ensuring timely, cost-effective part availability. We balance responsiveness with continuous process improvements to enhance efficiency and strengthen the parts program. Collaboration and a positive, team-oriented environment are central to our culture. We prioritize delivering exceptional service, supporting each other, and maintaining a healthy work-life balance. This approach enables us to drive value across the business while continuously improving operations and adapting to evolving business needs.  
What you'll do:

• Manage and resolve tickets in OSC with urgency, quality, and full documentation
• Communicate with technicians via phone/text to ensure clarity and fast resolution
• Meet performance goals (25 tickets/day, 1-hour response, 24-hour resolution)
• Proactively manage aging, past-due, and out-of-stock orders
• Cancel and resource orders as needed, ensuring clear technician communication
• Escalate Tier 3 issues with detailed information for efficient support
• Identify and escalate recurring supplier or product issues
• Contribute insights to improve supplier performance and internal processes

What you'll bring:

• Strong customer service mindset with urgency and accountability
• Experience in parts management, supplier coordination, or technician support
• Knowledge of equipment parts, trade work, or supply chain operations
• Ability to communicate clearly and professionally across multiple channels
• Strong problem-solving skills with attention to detail and accuracy
• Ability to manage multiple priorities while meeting performance targets
• Experience identifying trends and escalating recurring issues
• Commitment to teamwork, continuous improvement, and process enhancement

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The annual salary range for this position is $60,000.00 - $110,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensati