Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
The Operations Analyst will report to the Senior Manager Business Systems and Analytics. The preferred location for this role is Charlotte, NC, however remote will be considered. This position may be required to occasionally report the SHI headquarters as determined by SHI Services management
Role Description
Included, but are not limited to the following:
Provide day-to-day operational support to ensure reliable performance of core systems and processes.
Triage, prioritize, resolve, and document incidents and requests related to operations systems; escalate when needed.
Build and maintain standard and ad hoc reports/dashboards; analyze trends and summarize insights to improve sales, service delivery, and operational performance.
Maintain and improve data quality across operations tools (e.g., Dynamics CRM/PSA/AX or D365, Power BI, Teams, Planview, Atlassian/JSM), including data updates, validation, and user support.
Manage and maintain SharePoint sites to support collaboration, including content organization, permissions support, and ongoing upkeep.
Partner cross-functionally to gather requirements, streamline handoffs, communicate process changes, and drive timely resolution of operational needs.
Evaluate processes and workflows, identify improvement opportunities, and help implement changes to systems, reporting, data definitions, and procedures.
Provide regular status updates, identify risks and issues, and communicate progress and blockers to stakeholders.
Develop and maintain training materials, how-to guides, and FAQs for business processes and systems.
Support operational projects and initiatives as assigned, including testing, documentation updates, and stakeholder communications.
Behaviors and Competencies
Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.
Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
Prioritization: Can identify critical tasks, arrange them based on importance, and execute without explicit instructions.
Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
Follow-Through: Can manage multiple tasks, prioritize effectively, and meet deadlines without needing explicit reminders.
Continuous Improvement: Can identify moderate areas for improvement and implement moderate changes.
Data Analysis: Can identify patterns and trends in data, propose hypotheses, and use statistical techniques to test them.
Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.
Skill Level Requirements
Clear written and verbal communication skills; ability to translate data and process details for non-technical stakeholders.
Strong ownership and bias for action; effectively prioritizes work, meets deadlines, and drives tasks to closure with appropriate urgency.
Stakeholder management and facilitation skills; produces clear deliverables such as agendas, action items, one-pagers, and process documentation.
Problem-solving skills; troubleshoots issues, identifies root causes, and recommends practical solutions.
Business acumen; understands operational KPIs and the downstream impact of data, process, and system changes.
Process management skills; documents workflows, defines requirements, and supports change management and standardization.
Business analysis and reporting skills, including experience with Excel, Power BI, and Dynamics CRM or similar tools.
Other Requirements
Bachelor’s degree in computer science, business, or equivalent work experience.
Minimum 3 years of experience in data analysis, sales operations, or information technology.
Up to 10% travel required for business meetings.
Preferred Requirements
Experience with Microsoft Dynamics AX / D365 and CRM platforms.
Power BI experience (2+ years preferred).
The estimated annual pay range for this position is $65,000 - $85,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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