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Apple is looking for a Senior Business Analyst to join the Infrastructure Services Business Operations team! The Infrastructure Services group leads Apple's global network and data center strategy to meet the capacity needs of our Internet Services, Retail, Corporate Systems and other vital teams. This person will be working in an internal customer focused environment providing project and operational support relative to global contract renewals and credit claims. Responsibilities include the gathering, analysis and representation of support related data, coordinating internal and external meetings, and the development of automated processes. The preferred candidate will have a solid background of project or program management and an understanding of how to automate manual cross-functional processes. This person will need to excel in a fast-paced, dynamic environment with the ability to multi-task and provide support across a complex, global infrastructure. Must be a collaborative teammate who can work across functional groups and multiple locations.
Must be proficient in excel with an emphasis on data analysis formulas and pivot tables
Ability to analyze large amounts of data to drive operational efficiencies and cost savings
Excellent analytical, problem solving and decision making skills
Ability to scale processes, systems and controls
Demonstrated leadership ability and understanding of team fundamentals to effectively lead and develop others through program and project management responsibilities
Proven track record of developing and maintaining productive relationships and partnering with internal and external parties
Must demonstrate excellent oral/written communication, coordination and social skills
Highly motivated self-starter that is able to work independently, meet assigned deadlines and handle various tasks at one time
Exceptional ability to adapt guidance to meet organizational objectives and ability to react quickly to new information, opinion and direction
Must display very strong visual presentation skills and be comfortable presenting to all levels of management
5+ years of relevant experience or equivalent combination of education and work experience
Vendor management and experience managing support contracts with major original equipment manufacturers in the compute, storage, and network space is a plus
Collaborate with software development teams to produce meaningful tools, dashboards and reports to manage hardware support, including bugs fixes and requirements for new feature improvements
Create and implement support related metrics, KPIs and associated service level agreements
Develop reports and automation where appropriate to capture support related spend and trends
Develop, refine, and implement processes for managing and calculating virtual and physical hardware return credits
Drive opportunities to improve operational efficiencies and develop automation roadmap for streamlining and automating current manual processes
Manage and track hardware and software support renewals for infrastructure hardware vendors
Use data-driven analyses and models to support strategic initiatives, total cost of ownership and return on investment calculations, while utilizing numerous available data sources such as Tableau, SAP, GRID, FileMaker and Excel
Education & Experience
Bachelor's degree in Business/Technology or related field