BUSINESS SYSTEMS SPECIALIST JOB DESCRIPTION

A Business Systems Specialist keeps the operational software an organization runs on from becoming a bottleneck. The role owns tier-2 support, system configuration, user provisioning, and the documentation that keeps every department self-sufficient, work that sits closer to operations than to pure IT. Helpdesk queues, UAT cycles, and process-gap analyses are the recurring terrain. What makes it genuinely hard is translating messy, department-specific workflows into system logic that holds up under audit.

As the Business Systems Specialist, you serve as the primary liaison between business operations and the enterprise application stack, turning user-reported issues and process gaps into documented, tested, and deployed solutions. You operate across multiple internal departments, supporting system owners, end users, and senior stakeholders while coordinating with IT leads and external vendors to maintain application uptime and data integrity.

Career Impact: Owning a broad portfolio of business applications, from CRM and project management tools to ERP modules, gives you hands-on credibility across the enterprise software market that pure analyst or IT support roles rarely provide this early.

Business Impact: The departments you support depend on stable, accurately configured systems to close deals, track projects, and meet reporting deadlines; when those systems fail or go undocumented, operational costs climb, and audit findings follow.

Growth Opportunity: The path from Business Systems Specialist typically leads to Business Systems Analyst, Systems Architect, or IT Project Manager roles, with the cross-functional exposure here directly accelerating that move.

• Administer business application accounts, roles, and security permissions across all supported platforms to maintain accurate user access.
• Troubleshoot and resolve tier-2 system issues submitted via helpdesk, coordinating with vendors and internal IT when escalation is required.
• Analyze business process gaps and document requirements, translating operational needs into functional specifications for development or configuration teams.
• Coordinate and participate in user acceptance testing, validating that deployed solutions meet agreed business requirements before production release.
• Develop and deliver end-user training materials and procedural documentation to sustain system knowledge across supported departments.
• Monitor application performance and SLA compliance, recommending configuration changes or process adjustments when service targets are at risk.
• Support cross-departmental projects and system integrations by serving as the business-side point of contact for IT, vendors, and departmental leads.

• Bachelor's degree in Business Administration, Information Systems, or equivalent work experience.
• 2 or more years of business systems support or application analyst experience, with demonstrated ownership of helpdesk or user-facing resolution workflows.
• Proven ability to document business processes, write functional specifications, and communicate requirements to both technical and non-technical audiences.
• Experience administering user accounts, roles, and permissions in enterprise business applications.
• Strong analytical and troubleshooting skills, with the ability to diagnose system issues and propose structured, tested solutions.
• Demonstrated ability to manage multiple concurrent tasks, escalate appropriately, and meet deadlines in a cross-functional environment.
• Familiarity with software development or system implementation lifecycles, including requirements gathering, UAT, and change management.

• Experience supporting or configuring project management or ERP platforms such as program management suites or resource planning systems.
• Exposure to process improvement methodologies such as lean, Six Sigma, or continuous improvement frameworks within an operational context.
• Prior experience coordinating vendor relationships or participating in data migration and system conversion projects.
• Working knowledge of reporting, dashboard configuration, or basic data analytics tools used to track operational performance.

• Tier-2 ticket resolution rate, measuring the proportion of assigned issues resolved without further escalation.
• Mean time to resolution for helpdesk-routed system issues, reflecting responsiveness to business-impacting failures.
• SLA compliance percentage across supported applications, tracking whether uptime and response commitments are consistently met.
• UAT pass rate on first submission, indicating the accuracy of requirements documentation and pre-release validation work.
• Documentation coverage ratio, measuring the share of supported systems and processes with current, accessible procedures on file.
• Typical tools: ticketing and project tracking (commonly Jira or ServiceNow); documentation and collaboration (commonly Confluence or SharePoint).

• Base Salary Range: $55,000 to $80,000 annually, depending on seniority and location
• Bonus: Discretionary annual bonus, typically 5 to 10% of base salary
• Equity: Generally not offered at this level; RSUs possible at larger employers
• Health Benefits: Medical, dental, and vision coverage; employer contributions vary
• PTO: 15 to 20 days annually, plus standard public holidays
• Common Perks: Remote or hybrid flexibility, professional development reimbursement, technology stipend

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Work authorization in the United States is required; candidates must be eligible to work without sponsorship unless otherwise specified. Employment in this role is contingent on successful completion of a background screening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to applicants and employees with disabilities upon request.

The Business Systems Specialist owns the integrity and performance of business support systems, conducting user provisioning audits, managing BCP and DR testing, and leading medium- and high-risk projects in a banking environment. Collaborating with internal departments and vendors, this role delivers system uptime, SLA compliance, and process improvements that protect operational continuity.

Key Responsibilities

• Conduct periodic user provisioning audits for business support systems as required by the Audit and Risk team.
• Support the integrity of systems databases via backups, verifications, and BCP and DR testing.
• Use and create diagnostic tools to measure, maintain, and troubleshoot applications, data systems, and services, ensuring optimal uptime of in-house systems.
• Evaluate and monitor service level agreement criteria and recommend changes to ensure SLAs can be sustained.
• Write and update documentation and procedures, and provide related training for business support systems.
• Utilize system analytics and automation within the department.
• Lead and support medium- and high-risk projects as assigned, adhering to established departmental procedures, checklists, and policies.
• Collaborate with internal departments on interdepartmental projects and objectives.
• Work with vendors to ensure accurate and smooth data conversion with minimal impact.
• Analyze performance trends and recommend process improvements.
• Assess change requests for risk to production systems and ensure quality, security, and compliance requirements are met.

Required Qualifications

• Previous experience as a business application analyst.
• Experience in banking or document imaging.
• Knowledge of banking concepts and office practices and procedures.
• Strong communication, time management, and organizational skills.
• Adaptability, with a positive response to change and a willingness to learn and achieve objectives.
• Resilience and proven ability to perform in demanding, customer-facing environments.
• Willingness to work evenings and weekends during special projects as required.
• Results-oriented mindset with a drive to set stretch goals and motivate others.

Embedded within the Information Technology and compliance function, the Business Systems Specialist ensures electronic system governance, audit trail management, and vulnerability response in a GMP-regulated environment. Working closely with local IT teams and the Information Security organization, this role supports audit readiness and new system projects that safeguard data integrity and regulatory compliance.

Core Functions

• Perform user account provisioning and deprovisioning for standalone systems, as well as subsequent user access period reviews.
• Collaborate with local IT teams and the Information Security organization to monitor and respond to vulnerability scans.
• Ensure electronic system compliance and governance.
• Perform audit trail management and review.
• Provide subject matter expert input for root cause analysis, corrective and preventive actions, and change controls.
• Maintain electronic system inventory management.
• Support audit and inspection activities.
• Support new electronic system projects.
• Provide electronic system compliance expertise in the revision of standards and training materials.

Qualifications & Experience

• Minimum bachelor's degree in Engineering, Computer Science, Information Technology, or a related science from an accredited institution; graduate degree preferred.
• Microsoft MCSE, MCSA, CCNA, or CompTIA A+ Networking certification.
• Minimum 7 years of experience, with at least 4 years in process validations, technology transfer, or laboratory data control.
• Experience in a GMP-regulated environment.
• Working knowledge of enterprise systems, including Windows Server 2012 and 2016, VMware, and Active Directory with Group Policy.
• Strong knowledge of TCP/IP, DNS, WINS network protocols, and Cisco equipment in a LAN/WAN environment.

Reporting to enterprise architecture and business leadership, the Business Systems Specialist delivers functional specifications and SAP solutions across Supply Chain, Sales, and transportation functions, applying deep knowledge of SD, WMS, and TMS modules. Partnering with solution architects, Integrated Business Process teams, and Commercial stakeholders, this role advances process design and digital integration that strengthen operational performance across global operations.

Primary Duties

• Write functional specifications for solutions and systems engineers to create technical designs and deliver solutions, applying SAP knowledge across manufacturing, commercial, and supply domains.
• Collaborate with solution architects, adhering to enterprise architectural frameworks and roadmaps to design processes, systems, and information and data architectures.
• Apply SAP problem-solving capabilities with deep knowledge of SD, WMS, and TMS modules and their integrations, supporting Supply Chain, Sales, and transportation functions.
• Provide business advice and consultancy to Integrated Business Process and Commercial teams, identifying needs and exploring improvement opportunities.
• Maintain strong stakeholder relationships and develop business partnerships.
• Provide project management support, including project planning and execution.

Skills & Qualifications

• Bachelor's degree in technology, engineering, or a related field.
• Experience in business relationship management with Supply Chain and Commercial areas, including Sales Order Management, S&OP, Demand Planning, and export processes.
• Solid experience with SAP SD and its integration with TMS and WMS solutions.
• Working knowledge of the Software Development Lifecycle.
• Knowledge of modern workflow applications, digital transformation concepts, automation, and data analytics.
• Working knowledge of project management methodologies, including work planning, status reporting, and issue management.
• Advanced or fluent English for international reporting and global team interaction.
• Ability to work in global, multinational, and remote teams within a matrix organization.
• Strong communication and collaboration skills across various areas and levels of seniority.

Sitting at the intersection of operational analysis and lean methodology, the Business Systems Specialist shapes continuous improvement within the Production department by conducting value stream analyses, leading approved improvement projects, and coaching project leads to deliver measurable financial impact. Operating across executive and frontline organizational levels, this role builds a culture of lean manufacturing and waste reduction that drives sustained productivity gains.

Duties

• Analyze operational continuous improvement opportunities within the Production department by conducting detailed operational, value stream, and financial analyses, interviewing key personnel, and observing operations.
• Create specific proposals for operational improvement projects to senior management, including basic cost-benefit analysis.
• Lead and manage approved operational improvement projects, ensuring objectives are achieved on time and within budget.
• Manage stakeholder expectations and risks, and ensure post-implementation benefits are realized.
• Calculate savings realized through projects in collaboration with Finance and project sponsors to achieve agreed financial impact.
• Provide coaching and support to project leads.
• Support the development of a continuous improvement culture using lean manufacturing, six sigma, pull manufacturing, total productive maintenance, and waste reduction methodologies.
• Build relationships with business leaders to understand objectives and priorities, and develop supporting improvement initiatives.
• Stay current with new developments in business process improvement methodology and best practices.
• Act as an internal consultant for the sharing and implementation of continuous improvement best practices within the Production department.
• Assist in knowledge sharing and training of Production staff on continuous improvement principles.

Requirements

• High school diploma or GED certificate.
• 3 years of related experience in pharmaceutical manufacturing or an equivalent combination of education, training, and relevant work experience.
• Strong analytical and critical thinking skills.
• Strong communication skills across verbal, written, and presentation formats.
• Strong interpersonal and teamwork skills.
• Ability to work with and influence a wide range of organizational levels, from executive to new engineers.
• Ability to assess manufacturing bottlenecks, initiate continuous improvement projects independently, and evaluate value capture.

A key member of the Enterprise Application Integration team, the Business Systems Specialist leads the administration and continuous improvement of the SAP PO environment, managing interface design, adapter configuration, and root cause analysis across a complex integration landscape. Collaborating across IS groups, architecture, and development teams, this role delivers reliable, secure middleware services that sustain business operations and enable scalable system integration.

Functions

• Work with development teams from project initiation through to production implementation in a consultative capacity.
• Provide status updates on assigned project deliverables.
• Work with application support teams to ensure environment availability through proactive monitoring and prevention of unplanned outages.
• Ensure SAP PO application failures are handled effectively and resolved in a timely manner.
• Analyze dumps, traces, and logs to determine root causes of specific problems.
• Manage stakeholder expectations to ensure the level of service is understood.
• Identify and prioritize enhancements to existing SAP PO interfaces and ensure execution per plan.
• Work with EAI team members to determine best-value service improvement opportunities.
• Define, document, implement, and operate repeatable, well-defined processes.
• Coordinate diverse groups contributing to the SAP PO environment and build consensus for requirements across IS groups.
• Identify assumptions and constraints, and anticipate and manage risks.
• Liaise with architecture to ensure PO functional and non-functional requirements, including security, compatibility, and maintainability, are considered.

Experience & Qualifications

• University degree in Computer Science, Information Systems, Engineering, Science, or Business Administration, or equivalent practical experience.
• 7+ years of SAP PO experience with increasing degrees of responsibility.
• Experience with SAP Process Orchestration 7.5, System Landscape Directory, and NetWeaver Administrator.
• Hands-on experience in interface design and configuration using SAP PO, including ABAP, Java, and XSLT.
• Experience with SAP PO Advanced Adapter Engine and Alert Management.
• Experience configuring adapters such as File, JMS, JDBC, SOAP, SFTP, REST, oData, and SAP PO directory and system APIs.
• Experience with AWS messaging standards, including S3 and SQS.
• Hands-on experience in Boomi, MuleSoft, and IBM API Connect.
• Experience developing B2B scenarios using SAP PO B2B Toolkit and developing proxy solutions.
• Experience defining high availability of SAP PO systems and message security.
• Proven strong written and oral communication skills with technical, non-technical, and management stakeholders.
• Strong organizational and time management skills with ability to work effectively in ambiguous or stressful situations.
• Strong graphical mapping skills and hands-on experience developing and configuring adapter modules.

Effective project delivery across construction and capital programs depends on the Business Systems Specialist, who administers the Unifier project management system, manages user accounts and security permissions, and bridges business process needs with IT functional specifications. Based within a department serving vendors and construction managers, this role enables system adoption and process efficiency through training delivery, UAT coordination, and help desk support.

Accountabilities

• Provide subject matter expert help desk support for department-supported business processes in the project management system.
• Develop and deliver training to enhance knowledge and job skills for vendors and construction managers.
• Assist management in supporting key department initiatives, including system development, training, and process improvement campaigns.
• Conduct research and data analysis, and compile and prepare weekly reports for senior management.
• Handle moderately complex user issues with supported systems and tools, resolving most independently and escalating complex problems to senior peers.
• Analyze and document moderate-complexity business processes and information needs.
• Coordinate requirements and deliverables with IT and the lead business systems specialist.
• Provide timely and professional responses to IT and user inquiries, escalating as appropriate.
• Participate in teams that develop requirements for business needs solutions and contribute to business case development.
• Participate in UATs and perform quality reviews of test results.
• Perform additional activities, including user-based application testing, scope presentations, and user support.
• Analyze and propose solutions with appropriate supervision.

Technical Qualifications

• Bachelor's degree in Business, Engineering, Construction Management, Computer Science, or Information Systems, or equivalent work experience.
• 2 years of experience in business, IT, or engineering functions, substitutable by an advanced degree.
• Subject matter knowledge of Primavera P6, Unifier, or other program management tools.
• Proficiency in Microsoft Office, including Excel, Project, PowerPoint, and Word.
• Knowledge of business requirements processes.
• Strong troubleshooting capabilities.
• Detail-oriented with strong oral and written communication skills.
• Proven customer-facing skills with the ability to communicate effectively at both high-level and technical levels.
• Ability to work across disciplines and organizational levels.

As the Business Systems Specialist, this role leads continuous improvement across the value stream by delivering lean methodology training, facilitating kaizen events, and designing systems and processes that reduce cost and increase production efficiency. The value stream team relies on this work to identify and realize measurable productivity gains through lean tools including standard work, 5S, SMED, and visual management.

Activities

• Lead utilization of the continuous improvement business system for the value stream.
• Deliver training in lean methodologies, including lean leadership, value stream mapping, kaizen, daily management, waste and variation elimination, material flow, standard work, cellular flow, SMED, 5S, visual management, lean sourcing, lean office, built-in quality, and similar practices.
• Act as a change agent and challenge the status quo.
• Manage and facilitate continuous improvement projects and kaizen events to improve productivity and accelerate value stream growth.
• Align projects to support business needs and targets.
• Partner with Finance to evaluate project savings estimates, validate reported benefits, and ensure accurate accounting of productivity gains.
• Design, run, test, and upgrade systems and processes, and develop innovative solutions to improve value stream performance.
• Optimize existing equipment, processes, and standard work to increase yield, reduce defects, and increase production efficiency.
• Research, acquire, and qualify equipment to address manufacturing bottlenecks and recurring issues.
• Evaluate existing processes and configure operational systems to reduce cost, improve sustainability, and develop best practices.

Position Requirements

• 3+ years of operations experience in manufacturing or technical environments.
• Lean, continuous improvement, leadership, training, or facilitation certification or equivalent training experience.
• Demonstrated leadership experience.
• Ability to communicate effectively at all organizational levels.
• Proficiency in Microsoft Office Suite.
• Ability to master additional software applications.
• Flexibility to work various schedules to meet business needs.
• Strong presenting skills.

Business Systems Specialist builds and redesigns interdepartmental systems and processes, serving as superuser and administrator of the CRM, sales automation, and marketing communications suite across operations, sales, marketing, and development teams. The work directly supports business growth by integrating platforms, resolving system inefficiencies, and enabling cross-functional alignment through hands-on project delivery.

Operational Focus

• Act as a systems and business analyst and integrator across all departments.
• Research and build new systems and redesign processes to create interdepartmental efficiencies.
• Manage tasks and projects as assigned, working hands-on with operations, sales, marketing, and development teams.
• Serve as superuser and administrator of the business systems suite, including CRM and sales automation, marketing communications.
• Perform well under pressure and meet deadlines while maintaining professionalism.
• Work with business points of contact, administrators, and developers to effectively integrate systems and processes to support business growth.

Knowledge, Skills & Abilities

• Bachelor's degree in a relevant field.
• 2–4 years of experience in sales, customer service, or business.
• 1–3 years of experience in systems, data, or business analysis.
• 1–3 years of superuser experience with systems, marketing and sales automation, or web development.
• Strong attention to detail and ability to multitask.
• Excellent written and verbal communication skills.
• Strong focus on quality of work and ability to self-check for accuracy.
• Enthusiasm for continuous learning and natural curiosity.