Customer Information Change Management Analyst

 

Work Location Type: Hybrid 

 

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. With 2023 sales of $16.5 billion, we’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

 

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a 2024 Glassdoor Best Place to Work and a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

 

 

Position Details:

The Customer Information Change Management team determines and coordinates the notification of various departments when information needs to change as well as collects, documents and reacts to internal and external feedback. This team and role focus on facilitating data quality and customer data improvements via our feedback intake, prioritization, processing, and facilitation of resolution.

The Analyst, Customer Information Change Management is responsible for day-to-day operations on the Customer Information Maintenance team as well as awareness of how work routes cross-functionally from one department to the next. The Analyst duties include daily upload, classification, triage and routing of maintenance tickets; technical and process-based support within the maintenance tool; and troubleshooting/ technical continuous improvement efforts. The analyst is expected to escalate issues and roadblocks within the team and communicate stakeholder needs to leader and sr. analyst as appropriate. The analyst will participate in process-building and standardization and should bring a flexible attitude toward change and process improvement.

 

You Will:

• Curate and supplement customer information company-wide by executing standardized maintenance/ data management processes
• Generate clear, actionable, valuable outcomes from an ambiguous starting point
• Help operations leaders define software requirements for tools that will enable scaled maintenance processes
• Develop solutions and processes with a focus on maximizing team output and efficiency. Solutions are expected to impact cross-functional teams
• Perform quantitative analysis leveraging SQL/Python (as needed) – develop relevant processes, transform it into a useful format, and structure the results in a consumable way (enabling business partners to conduct maintenance work)
• Communicate outcomes clearly to business partners with moderate guidance from leaders on how to structure presentations
• Serve as a Subject Matter Expert (SME) on how to execute the underlying processes and best use tools (Jira, Smartsheet, various feedback forms, reporting tools, etc)
• Cultivate genuine curiosity and develop a deep understanding of the US Maintenance, Repair and Operations (MRO) market – what customers exist in which industries, and how attractive they are to Grainger

 

You Have:

Education and Background:

• Bachelor’s Degree or commensurate experience required
• 1-3 years post-undergraduate experience

Skills:

• Adaptability – open to change and willing to test out new processes
• Statistics, basic data visualization and analysis skills: Excel/Tableau/PowerBI required, SQL and R/Python preferred
• Desire to develop additional technical and quantitative skills
• Strong verbal and written comm